Customer Success Manager

Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $28M in funding and rallying a dedicated team of 30 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 in early 2023, which has already started generating revenue.

We are seeking a dynamic and experienced Customer Success Manager (CSM) with a focus on managing relationships with MSP partners. The ideal candidate will possess a strong background in customer success management, excellent communication skills, and a deep understanding of cybersecurity products. This role will be responsible for the entire lifecycle of the customer, ensuring the success and satisfaction of our MSP partners by providing proactive support, handling the entire customer lifecycle, fostering strong relationships, and driving value through our cybersecurity solutions.

Responsibilities:

- Serve as the primary point of contact for assigned MSP partners, understanding their unique business needs, goals, and challenges.

- Proactively engage with MSP partners to understand their usage of our cybersecurity products, identify opportunities for optimization, and drive adoption.

- Collaborate cross-functionally with sales, marketing, and product teams to ensure alignment on partner needs and priorities.

- Provide training and enablement sessions to MSP partners on our cybersecurity products, best practices, and industry trends.

- Act as an advocate for the customers within the company, advocating for their needs and driving enhancements to our products and services.

- Monitor partner health metrics, identify potential risks or issues, and develop strategies to mitigate them.

- Lead regular business reviews with MSP partners to review performance, discuss strategic initiatives, and identify areas for growth.

- Identify and manage expansion opportunities within existing MSP partner accounts.

- Manage the renewal process for MSP clients, ensuring a seamless transition and continued partnership.

- Respond promptly and effectively to customer requests via support chat, providing assistance and resolving issues as needed.

Requirements:

- 3+ years of proven experience working as a Customer Success Manager within the cybersecurity industry.

- Excellent English proficiency and exceptional verbal and written communication skills.

- Strong technical skills with the ability to understand and effectively communicate complex cybersecurity concepts.

- Experience working with MSPs or with similar customer markets - An advantage.

- Ability to work Monday to Friday; availability for early morning calls (Australian market time zone).

- Hybrid position of at least 3 days in our TLV office.