Customer Success

Role Overview

As Simbian's Customer Success Manager (CSM) for strategic accounts, you'll be the primary liaison for our largest and most important customer post-sales. This high-impact role blends elements of Customer Success, Technical Account Management, and Supportability Product Management. You will drive customers onboarding, champion their needs internally, and co-plan future opportunities to maximize mutual success.

Key Responsibilities

Customer Onboarding & Deployment o Own the end-to-end onboarding experience, leading deployment and environment integration after the sale. o Work hands-on with customers to ensure seamless platform implementation and usage. Customer Liaison o Serve as the primary point of contact post-sales for our tier-1 and strategic customers. o Champion the customer's perspective within Simbian, ensuring their needs are represented across product, engineering, and executive teams. Sales Engineering Collaboration o Partner with Sales Engineers for technical support, while owning all non technical aspects of customer engagement. First Line Product Support o Act as the first line of defense for product support, providing prompt, basic technical assistance and escalating complex issues to engineering. Customer Relationship Management o Build and maintain strong, proactive relationships with customer stakeholders. o Co-plan with strategic customers to identify new opportunities, support farming sales, and drive account growth. Executive & Opportunity Communication o Ensure Simbian leadership remains informed on both critical issues and new business opportunities via regular reporting. Customer Feedback & Advocacy o Collect, synthesize, and forward customer feedback to relevant internal teams for product and service improvement. Support & Enablemento Prepare and deliver customer collateral, including QBRs (Quarterly Business Reviews), reporting, and communications. o Manage updates to customers (e.g., image availability) and ensure ongoing enableRequirements Proven experience in customer-facing roles within cybersecurity, SaaS, or technical environments.