Customer Success Manager

Position Summary

The Customer Success Manager (CSM) will serve as the primary point of contact for TechGuard Security's clients post-sale, ensuring they receive exceptional service, achieve maximum value from our cybersecurity solutions, and are aligned with their long-term security goals. The CSM will develop strong relationships with customers through being the managed service for the SHIELD Security Awareness Platform, proactively manage renewals and upsells, and work cross-functionally with TechGuard's Sales and Technical teams to ensure overall client satisfaction and retention.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following :

• Client Relationship Management : Build and maintain strong relationships with clients to ensure satisfaction, loyalty, and retention. Serve as the client advocate within TechGuard, understanding their needs and aligning our solutions to their business goals.
• Onboarding & Implementation : Lead the successful onboarding of new customers to the training and phishing platform, as well as ensuring smooth adoption and integration of all TechGuard Security services and solutions.
• Account Growth & Renewals : Proactively manage client renewals and identify opportunities for upsells and cross-sells, working closely with Sales and Technical Reps to expand customer accounts.
• Customer Training & Enablement : Provide product training and best practices to clients for the SHIELD Security Awareness platform, as well as ensuring they are fully leveraging the benefits of all TechGuard cybersecurity services and platforms.
• Issue Resolution : Collaborate with the Technical Solutions and Product teams to address client network issues or concerns, ensuring timely and effective solutions with TechGuard's additional proactive, preventative and defensive services.
• Performance Metrics & Reporting : Track and report on client usage, performance metrics, and satisfaction levels. Present quarterly reviews (QRs) to highlight value, ROI, and areas for improvement.
• Customer Advocacy : Serve as the voice of the customer, providing feedback to the product and engineering teams to enhance our offerings based on client needs.
• Collaboration & Alignment : Work with internal teams (Sales, Technical, and Support) to ensure alignment with the client's cybersecurity strategies and goals.
• Utilize our Customer Relationship Management (CRM) system to manage, track, and measure all interactions during the lifecycle of our clients.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and / or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.