What are the responsibilities and job description for the Customer Success Manager (CSM) position at Pylon?
Customer Success Manager
Company: Beacon Cloud Solutions, Inc.
Industry: Cybersecurity within the Federal Government.
Location: San Diego, CA Hey, future BCS teammate 👋
Why Join Us?
- Innovative Environment: Work on cutting-edge cybersecurity technology and help modernize legacy systems for the Department of Defense and Federal Government.
- Mission-Driven Impact: Play a vital role in supporting the Department of Defense and other federal agencies by enhancing security and compliance.
- Career Growth: We support continuous learning and professional development, providing opportunities for leadership and skill expansion.
- Flexible Work: Enjoy the ability to work remotely while collaborating with a high-performing, supportive team.
- Dynamic Culture: We work hard, play hard, and uphold integrity while fostering creativity and innovation.
Key Responsibilities
As a Customer Success Manager (CSM) at Beacon Cloud Solutions, you will be the trusted advisor to our users, ensuring they receive expert guidance and support with Pylon, our flagship cybersecurity platform. You’ll be responsible for:
- Providing exceptional customer support and ensuring timely responses to inquiries and issues.
- Onboarding new users, including kickoff calls, training sessions, and documentation support.
- Conducting User Training via MS Teams, using the Siphon/Pylon Demo database, followed by Q&A sessions.
- Tracking and documenting onboarding progress and customer engagement using Monday.com.
- Encouraging full adoption of Pylon by assisting users in integrating their site topology into the platform.
- Capturing and documenting user feedback to share with the Product and Development teams.
- Maintaining accurate customer records, including inquiries, complaints, and resolutions.
- Providing support across multiple time zones, ensuring timely response and resolution.
- Continuously improving onboarding, training, and support processes based on user feedback.
- Managing tasks from the Legacy PPSM Team and collaborating with cross-functional teams.
What We're Looking For
Candidate Profile:
- Reliable and adaptable in a fast-paced, evolving environment.
- Strong communication skills—able to explain technical concepts to both technical and non-technical users.
- Problem solver with a proactive approach to customer challenges.
- Detail-oriented, ensuring accuracy in training, documentation, and customer records.
- Empathetic and customer-focused, with a drive to improve the user experience.
- Able to work well remotely, managing time effectively and staying engaged with the team.
- Security Clearance: Have or the ability to obtain an ADP Position of trust. Existing clearance preferred
Technical Skills and Experience:
- Experience with customer support tools (e.g., ticketing systems, CRM platforms).
- Basic networking and cybersecurity knowledge (preferred but not required).
- Ability to guide users effectively.
Soft Skills and Personal Attributes:
- Strong written and verbal communication skills.
- Active listening and relationship management abilities.
- Excellent time management and ability to meet deadlines.
- Open to feedback and continuous learning.
Preferred Qualifications:
- Experience in a customer success, technical support, or onboarding role.
- Familiarity with DOD cybersecurity requirements is a plus.
Application Process
Ready to make an impact? Apply now to join our team and help us shape the future of cybersecurity for the Department of Defense. We can't wait to meet you!
Salary : $55,000 - $75,000
