As a Customer Success Manager (CSM), you will play a critical role in ensuring our customers' success by driving the adoption and effective utilization of our SBOM management platform. You will collaborate closely with cross-functional teams, including sales, product, and engineering, to deliver a seamless experience, helping customers achieve their cybersecurity objectives. Your role is crucial in developing long-term relationships, fostering customer loyalty, and identifying opportunities for growth and optimization.

This is a fully remote role in the EMEA region.

Cybeats is a growing cybersecurity company, focused on innovation with a passion for protecting companies from cyber attacks. Cybeats builds certainty into any service, device, or enterprise with continuous and comprehensive software supply chain security at every step of the product lifecycle from development through operation. We are looking for you to join our journey of growth and innovation. If this sounds like the right opportunity for you we would like to get in touch.

To succeed, you must:

Be a top achiever
Have strong attention to detail
Possess great communication skills
Be a strong relationship builder
Have professional pride and take ownership of your own work
Thrive in a team environment

Key Responsibilities:

Customer Onboarding & Enablement:
Guide new customers through the onboarding process, ensuring they understand the value of Cybeats platform and how it integrates into their cybersecurity strategy. Tailor training and enablement plans based on customer needs and technical capabilities.

Adoption & Retention:
Drive customer adoption of the SBOM Studio by understanding their unique challenges and goals, offering best practices, and delivering personalised recommendations to maximize platform usage.

Relationship Management:
Serve as the primary point of contact for customer accounts, building strong, trusted relationships with key stakeholders, including Security Architects, DevOps, and compliance teams.

Performance Tracking & Reporting:
Monitor customer usage, health, and satisfaction metrics. Regularly report on customer success KPIs, such as renewal rates, net retention, and feature adoption, and proactively address any risks or opportunities.

Issue Resolution & Escalation:
Act as a customer advocate during any technical issues and escalations, provide initial troubleshooting and support, work closely with engineering team to ensure timely resolution and effective communication.

Expansion & Upselling:
Identify opportunities to expand customer engagement through new features and additional services. Collaborate with sales to support upsell and cross-sell initiatives.

Qualifications:

3-5 years of experience in customer success, support, account management, or a similar role, ideally within cybersecurity, SaaS, or software management.
Strong understanding of SBOM, open-source security, software supply chain risks, and relevant industry standards (e.g., NIST, OWASP, etc.).
Demonstrated ability to build strong customer relationships, influence decision-making, and drive customer success strategies.
Excellent communication skills, both verbal and written, with the ability to articulate complex technical concepts to non-technical stakeholders.
Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
Problem-solving mindset with a focus on delivering value and outcomes to customers.

Skills Required:

Customer-centric mindset
Strong empathy for customers
Creative approach to problem-solving
Analytical and process-oriented mindset
Demonstrable desire for continuous learning and improvement
Excellent communication and presentation skills
Project Management skills

Considered an Asset:

Understanding of DevSecOps
Familiarity with APIs
Python Scripting
Knowledge of formats JSON, YAML, XML
Knowledge of CI/CD Jenkins, CircleCI, Azure DevOps
Knowledge of security basics Vulnerabilities scoring
Understanding of software package managers

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cybeats is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

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