As a Customer Success Manager (CSM) within our Cyber Defense Center, you play a critical role in helping our customers strengthen their cybersecurity posture and reduce cyber risk. You combine relationship management, security awareness, and outcome-driven thinking to help customers get maximum value from our SOC, SIEM, SOAR, and incident response services.

Join our team and defend the digital future with us! 

Your tasks

• Serve as the primary point of contact for assigned customers and build long-term, trusted relationships
• Lead onboarding and implementation processes, ensuring smooth handover and early value realization
• Help customers understand and operationalize our SOC, SIEM, and SOAR capabilities in the context of their threat landscape, business risks, and regulatory requirements
• Conduct regular security-focused service reviews, including topics such as cyber risk and threat exposure overview, detection coverage and use-case maturity or incident handling performance
• Monitor customer health metrics and proactively mitigate risks related to adoption, satisfaction, or retention
• Coordinate cross-functional efforts to resolve issues and improve customer outcomes
• Lead renewal discussions in collaboration with Sales and identify growth opportunities aligned with customer needs

Your skills

• Proven experience managing customers across the full lifecycle, from onboarding to renewal, in managed services, cybersecurity, IT services, or a technical SaaS environment
• Strong ability to understand complex products and services and translate capabilities into customer-relevant use cases
• Experience working with customer success metrics such as adoption rates, NPS, customer satisfaction, churn risk indicators, and customer health scores
• Strong curiosity and genuine interest in cybersecurity, with initial experience and a willingness to deepen expertise in the field
• Proficiency using CRM systems (e.g. Dynamics), customer portals, and service reporting tools
• Excellent communication skills and comfort working with security stakeholders as well as non-technical business partners
• Native-level French and very good English, knowledge of German is an advantage