**Experienced Customer Success Manager – Cybersecurity Solutions**

Are you a customer-centric professional with a passion for cybersecurity solutions? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join blithequark, a global leader in advanced security solutions, as an Experienced Customer Success Manager. In this role, you will be responsible for driving customer success and adoption of our innovative cybersecurity solutions, ensuring our customers achieve their strategic business goals and objectives. **About blithequark** blithequark is a global leader in advanced security solutions, dedicated to helping organizations defeat cyberattacks and protect their digital assets. With a comprehensive portfolio of endpoint, network, email, and cloud security solutions, blithequark is the largest pure-play Managed Detection and Response (MDR) provider, supporting over 28,000 organizations worldwide. Our solutions are powered by historical and real-time threat intelligence from blithequark X-Ops and the Counter Threat Unit (CTU), ensuring our customers stay ahead of emerging threats. **Role Summary** As an Experienced Customer Success Manager, you will be a critical part of our customers' adoption and ongoing satisfaction of blithequark's products. You will act as a point-of-contact, establishing relationships for efficient onboarding, implementation, and real-time support and strategy. You will own the end-to-end relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Leveraging this customer knowledge and your expertise in blithequark's products and services, you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in blithequark products, and ultimately renew with us. **Key Responsibilities** * Own the customer lifecycle, providing ongoing and proactive support to blithequark customers to drive high levels of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal * Handle customer escalations and ensure appropriate actions are taken to address customer concerns * Establish key relationships with the customer, ensuring regular check-ins to understand, and promptly address client needs and concerns * Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer's business objectives * Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products * Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution * Conduct regular business reviews, clearly articulating the specific value blithequark's services are delivering to the customer and progress on specific customer milestones and goals * Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience * Be a customer advocate in influencing product roadmap and improvements * Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments * Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner **What You Will Bring** * Experience working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product/service adoption * Experience working with cybersecurity solutions * Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.) * Strong presentation and communication skills, verbal and written * Project management skills, with proven results working as a reliable advisor to drive business value for customers * Highly data-driven with a dedication to following processes * Passionate about driving and tracking a consistent engagement process with all customers in your portfolio * Flexibility for travel * Fluent English - additional European language skills an advantage * Home based position **Additional Information** * We operate a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information. * Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit * Employee-led diversity and inclusion networks that build community and provide education and advocacy * Annual charity and fundraising initiatives and volunteer days for employees to support local communities * Global employee sustainability initiatives to reduce our environmental footprint * Global fitness and trivia competitions to keep our bodies and minds sharp * Global wellbeing days for employees to relax and recharge * Monthly wellbeing webinars and training to support employee health and wellbeing **Our Commitment To You** We're proud of the diverse and inclusive environment we have at blithequark, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better blithequark, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. **Data Protection** If you choose to explore an opportunity, and subsequently share your CV or other personal details with blithequark, these details will be held by blithequark for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at blithequark. If you would like blithequark to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on blithequark's data protection practices, please consult our Privacy Policy. **Ready to Join Us?** At blithequark, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. **Apply to this Job** If you are a motivated and customer-focused professional with a passion for cybersecurity solutions, we invite you to apply for the Experienced Customer Success Manager role at blithequark. Please submit your application, including your CV and a cover letter, to [insert contact information]. We look forward to hearing from you.