Customer Success Manager - Calgary

Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients.  We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.
About the Role:The Customer Success team at Cyderes is everyday ready andhas the responsibility to ensure our customers achieve their desired outcomes. We are laser focused on helping our customers stop threats and ensuring our clients receive maximum value from our services and security solutions. The Customer Sucess team partners closely with our clients and their security teams to guide their customer journey, to advance their security posture, and operate as the voice of the customer within Cyderes. We are responsible for customer health, retention, and strategic alignment that enables expansion and growth. Customer Success Managers act as catalyst of collaboration within Cyderes to ensure our clients' voice is at the center of everything we do. We are looking for a dedicated, creative, and experiencedCustomer Success Manager (CSM) to join our Customer Success team. This is an exciting opportunity for someone who thrives on solving customers’ cyber security problems, is energized by working with interesting technologies, and desires a dynamic environment with new challenges and opportunities every day.

Responsibilities:

• Manage assigned book of business and drive retention, growth, and expansion with your clients 
• Establish a trusted security advisor relationship, become an advocate, and partner with your clients. 
• Responsible for scheduling and hosting client meetings focused on service outcomes and operational reviews. 
• Drive and own the customer journey, ensuring client service elements are appropriately delivered and driving outcomes and value for your clients. 
• Proactively monitor client health, drive client engagement, and ensure prompt companywide response to client requests and critical path objectives. 
• Responsible for creating and delivering quarterly and strategic executive business reviews. 
• Create, manage, and nurture a strategic relationship with key stakeholders including Directors, Executives, line of business leaders, and security professionals.   
• Primary point of contact for client and client contacts, stakeholders, and team members 
• Work with your clients to define success criteria and key performance indicators. 
• Partner with your clients to advance and strengthen their cyber security posture using frameworks like MITRE; Ensure our clients are everyday ready with threat informed defence. 
• Partner with Sales Account Executive to align on key customer objectives and contract milestones. 
• Create and/or deliver monthly reports to ensure established success criteria are being met, ensure client realizes value from service, and drive client retention. 
• Engage with Security Operations as a customer advocate to drive delivery excellence.   
• Engage with Product Management as the customer advocate on product roadmap discussions.  
• Engage with Engineering and Platform teams as an advocate for your client base. 
• Analyze customers’ needs and recommend additional services or solutions to enhance and advance their security posture. 
• Provided enablement and guidance for clients to ensure adoption and value of services in scope 
• Create, own, manage, and share appropriate customer journey materials, playbooks, success plans, andproject plans for key focus areas. 
• Managed customer escalations and operate as the voice of the customer within Cyderes 
• Demonstrate extreme ownership, accountability, teamwork, and client focused mindset. 

Requirements:

• Minimum 2 years of experience in prior Customer Success role 
• Minimum 3years cyber security experience; Experience of cyber security controls (EDR, SIEM), frameworks (MITRE, NIST, etc.), and/orsecurity operations (SOC, IR, Engineering). 
• Experience with MSSP Security Operations,Security Service Delivery, and/or Security Consulting 
• Project management experience; Experience creating, owning, and managing projects to completion with documented artifacts and completion certificates. 
• Exceptional verbal and written communication, presentation, organization, and administrative skillsets required 
• Strategic account planning and relationship management skill sets; Experience with presenting to and gaining alignment with C-Suite and client executives. 
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution and follow-up for critical tasks 
• Proven success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment   
• Strong presence with a high confidence and calm demeanor, in even the most stressful situations   
• Bachelor’s degree, cyber certifications, or equivalent years ofrelevant experience 
• Willingness to travel based on customer and business need  
• Preferred 5 years of cyber security industry experience / 5 years of customer success experience 
• Prior experience as a member of the SOC/Service Desk or a SOC/Service Desk Team Lead  
• Technical knowledge with 2+ years of hands-on Security Controls / Infrastructure / Troubleshooting / Systems Administration / Networking / DevOps / Applications Development experience 
• Threat Intelligence, Offensive Security, DFIR, SIEM Management, and/or Threat Hutning experience 
• Industry and/or security certifications: CISSP, Security +, PM, ITIL, etc. 
• Bachelor's degree in computer science or relevant field  

Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.
Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.