Customer Success Manager

About the role

CyberSentriq is seeking a Customer Success Manager to act as a trusted advisor for a portfolio of customers, helping them maximise value from our AI‑powered cybersecurity platform. You will drive adoption, retention and expansion while leveraging AI insights to proactively manage customer health and identify growth opportunities.

Key responsibilities

• Develop and execute tailored success plans using AI‑driven analytics to monitor sentiment, product utilisation and ROI.
• Map and manage stakeholder contacts within each account to align with business objectives.
• Utilise predictive AI models and automation workflows to identify at‑risk accounts and implement mitigation strategies.
• Own renewal processes and revenue forecasting for your book of business.
• Deliver monthly enablement sessions for top‑tier accounts, driving feature adoption and cross‑sell opportunities.
• Collaborate with Go‑To‑Market, Product, Engineering and Support teams to ensure seamless customer experiences.
• Provide actionable customer feedback to senior stakeholders to influence product roadmap.
• Maintain accurate account data and system hygiene across CRM and success platforms.

Required profile

• Proven experience in Customer Success, Account Management or related SaaS/technology roles.
• Strong understanding of MSP operating models, budget cycles and cybersecurity solutions.
• Experience with Customer Success Planning, account mapping and stakeholder management.
• Familiarity with AI‑driven tools and automation platforms for customer engagement and health monitoring.
• Excellent relationship‑building, problem‑solving and facilitation skills.
• Highly organised, self‑motivated and able to prioritise effectively.
• Confident presenter capable of engaging diverse client personas.

Required skills