Manager of Customer Success

The Manager, Customer Success will play a pivotal role in helping our customers transform the way they assess security risk by leading and scaling a high-performing team. In this leadership position, you will focus on mentorship, operational excellence, and strategic growth for your team. Success is measured by the aggregate retention and growth of your team’s accounts and the career progression of your direct reports.

The SecurityScorecard Customer Success team does more than manage relationships; we partner with organizations to understand their unique challenges and help them operationalize our platform to become more secure. As a Manager, you are the architect of that success—ensuring your team has the tools, coaching, and strategic direction to deliver world-class value.

What You’ll Do:

Team Leadership & Development: Recruit, onboard, and coach a team of Customer Success Managers (CSMs). You will be responsible for their professional growth, performance management, and day-to-day guidance.Operational Excellence: Define and track key performance indicators (KPIs) for your team, including retention rates, expansion opportunities, and health scores.Strategic Escalation Point: Serve as the senior point of contact for critical customer issues. You will step into high-stakes meetings to provide executive presence and help navigate complex roadblocks.Cybersecurity Advocacy: Ensure your team remains at the forefront of cybersecurity trends, third-party risk management (TPRM), and platform best practices to provide consultative value to our customers.Cross-Functional Collaboration: Partner with Sales, Product, and Engineering to advocate for customer needs and align your team’s efforts with the broader company roadmap.Process Optimization: Identify gaps in the customer journey and develop scalable playbooks to improve the "SecurityScorecard experience" across your team’s entire book of business.

Requirements for Success

Leadership Acumen: Proven experience in managing or mentoring people. You should be passionate about building cultures of accountability and empathy.Security & Technical Depth: An understanding of cybersecurity practices and the ability to engage in technical discussions while translating value for senior decision-makers.Consultative Mindset: The ability to teach others how to uncover business needs and align technical solutions to organizational goals.Data-Driven Decision Making: Comfort using CRM and CS tools (like Salesforce or Gainsight) to analyze team performance and customer health.

What We Need You To Have:

• Knowledge of the tenets of cybersecurity and cloud technology, understanding of Third Party Risk Management programs is a plus
• BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience
• 5+ years of technical account manager, customer success manager, sales engineer, technical support or related customer-facing role
• 3+ years of management experience
• Experience working with C-level Executives that includes meetings, high-level presentations, and collaborative discussions.
• 7+ years total professional experience