Customer Success Manager

We’re looking for a Customer Success Manager to support our MSP partners serving SMBs and drive retention, expansion, and renewals through measurable adoption, utilization, and customer value. This is a quota-carrying role on our revenue growth team, best suited for someone who can balance technical guidance with commercial ownership, thrives in a fast-paced environment, and is comfortable leading direct, outcomes-focused conversations.

In this role, the Customer Success Manager will own the retention and expansion of a portfolio of MSP partners, with a strong focus on increasing customer lifetime value and ensuring contracted users are fully adopted and actively utilized. They will drive time-to-value through efficient onboarding and implementation, accelerate adoption through ongoing success planning, and identify opportunities to improve utilization across accounts. The CSM will also build scalable success motions by developing repeatable playbooks for high-touch, low-touch, and tech-touch engagements, while turning customer feedback and data into actionable insights for Product, Support, and GTM teams.

Responsibilities:

• Own the post-sale relationship for a portfolio of MSP partners from onboarding through renewal and expansion.
• Drive outcomes through success plans, stakeholder alignment, and recurring value reviews.
• Manage renewals and expansion motions to reduce churn and grow revenue.
• Identify risk early using health signals and engagement data; execute targeted retention plays.
• Meet and exceed quota through proactive engagement, maximizing product adoption, and building strong stakeholder relationships at every level.
• Run onboarding and implementation with clear milestones, timelines, and success criteria.
• Lead training, webinars, and recurring outcome-driven business reviews tailored to MSP audiences.
• Create or contribute to enablement assets (short videos, guides, best-practice docs) that improve self-service and adoption.
• Serve as the voice of the customer—share insights with Product, Support, Marketing, and Sales to improve the customer experience.
• Lead escalations with strong ownership, clear communication, and follow-through.

Requirements:

• 3+ years in Customer Success, Implementation, Account Management, or similar post-sale role in B2B SaaS (bonus: MSP-focused and/or cybersecurity product knowledge).
• Experience in a quota-carrying or commercially accountable role (renewals/upsell/expansion).
• Strong communication skills with technical and non-technical stakeholders, including owners and C-level leaders.
• Comfortable translating cybersecurity concepts into clear, practical guidance for MSP operations.
• Data-driven approach to prioritization and decision-making; able to use tools/signals to drive outcomes.
• Familiarity with Customer Success platforms such as Totango, Gainsight, ChurnZero, or similar.
• Miami-based, hybrid (in-office cadence required)
• Occasional travel for industry events and key partner meetings

Preferred Qualifications: 

• MSP operational knowledge (service delivery, tooling, workflows, SMB constraints).
• Cybersecurity familiarity (endpoint, email security, identity threats, MDR/SOC workflows).
• Experience building playbooks, lifecycle programs, or digital-first engagement strategies.