What are the responsibilities and job description for the Miami, Florida, United States Customer Success Manager position at Guardz?
Miami, Florida, United States
Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $35M in funding and rallying a dedicated team of 80 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one Secure & Insure platform, and continue to grow and expand our team, our partnerships and our revenue.
We are seeking a results-driven Customer Success Manager (CSM) to join our revenue growth team. The ideal candidate has a proven track record in customer success, outstanding communication skills, and deep expertise in MSP operations and cybersecurity. In this role, you will own the entire customer lifecycle—from onboarding through retention and expansion—ensuring our MSP clients realize maximum value from our solutions. You will proactively help refine success strategies with data-driven insights, always keeping revenue growth, customer satisfaction, and lifetime value top of mind. If you’re passionate about shaping customer success strategies and driving growth in the MSP and cybersecurity arena, we’d love to hear from you.
Responsibilities:
- Act as the primary point of contact for MSP partners serving SMBs, ensuring a thorough understanding of their distinct requirements and challenges.
- Meet and exceed quota through proactive engagement, maximizing product adoption, and building strong stakeholder relationships at every level.
- Align all post-sales efforts with revenue targets, optimizing customer lifetime value and reducing churn by working collaboratively with other segments of our growth team.
- Develop and implement scalable, digital-first processes and playbooks for high-touch, low-touch, and tech-touch customer engagements.
- Manage onboarding sessions and projects with a hands-on, insight-driven approach to ensure quick adoption and long-term success.
- Monitor customer health using data-driven frameworks, proactively identifying risks early and executing growth, retention, and expansion strategies.
- Lead training and webinars on cybersecurity and MSP best practices, delivering high-impact content to drive customer knowledge and product usage.
- Produce engaging video and written materials that support ongoing customer enablement, both technical and sales-focused.
- Collaborate cross-functionally with Sales, Marketing, Support, Channel, and Product teams to ensure alignment on partner priorities and feedback.
- Manage renewals and upsell opportunities, mitigating churn and fueling sustainable business growth.
- Troubleshoot issues and resolve escalations, applying critical thinking to optimize product usage and foster best practices.
Requirements:
- 3 years of proven experience as a Customer Success Manager, preferably within cybersecurity and/or MSP environments.
- Proven success in quota-driven roles and familiarity with MSP/SMB markets.
- Exceptional communication skills (verbal and written) in English.
- Strong technical aptitude and the ability to simplify complex cybersecurity concepts.
- Proficiency with customer success platforms (e.g., Totango, Gainsight, ChurnZero).
- Demonstrated ability to build relationships with diverse stakeholders, including owners and C-level executives.
- Data-driven, customer-centric approach to problem-solving and decision-making.
- Self-motivated, results-oriented, and comfortable working independently in a global team.
- Outgoing personality with empathy, active listening skills, attention to details, and the ability to thrive under pressure.
- Miami-based, hybrid.
- Willingness to travel occasionally to industry events.
