Customer Success Manager

Quantum Sky•Washington, DC

15d•$140,000 - $150,000

About The Position

Quantum Sky is seeking a Customer Success Manager to support new and existing Security Operations Center (SOC) Services customers. The role requires an appetite for learning, strong attention to detail and organization, the ability to meet tight deadlines, and comfort working collaboratively. Professionalism when working with senior leaders at customer organizations is important. The Customer Success Manager serves as the central customer contact and coordinates onboarding, project delivery, and ongoing service activities. The role works with customers and internal teams to assess SOC program needs, develop adoption roadmaps, manage project scope and schedules, communicate risks and progress, and identify opportunities to improve or expand services. The stated salary range is typically $140,000–$150,000. Compensation is based on factors including education, experience, certifications, and other requirements, and may fall outside that range.

Requirements

Experience in client-facing roles.
At least 5 years of project management experience.
Bachelor’s degree.
Proven ability to organize, structure, and create cross-functional efforts, projects, and programs.
Ability to quickly add value in cross-functional team environments.
Energetic self-starter able to work independently, make sound decisions, and support recommendations through analytical reasoning and effective communication.
Ability to adapt readily to a changing environment.
Experience balancing demands from multiple customers simultaneously.
Experience participating in and setting engagement objectives and scope.
Experience developing work plans for engagement components, coordinating activities between work streams, and identifying scope changes.
Experience designing deliverable content to reflect engagement contracts and client needs, and improving deliverable quality through verification and validation of results.
Experience using Atlassian products, including Jira and Confluence, for project management, task tracking, and knowledge management.

Nice To Haves

PMP certification preferred.
Knowledge of best practices and fundamental components of effective shared services and cybersecurity programs, including techniques, tools, and processes.
Experience supporting continuous improvement initiatives and performance reporting in a managed service context.

Responsibilities

Establish, document, and mature processes for onboarding new customers and onboarding existing customers to new services.
Facilitate relationships that promote customer satisfaction and sustain and expand business opportunities between Tyto and its customers.
Communicate proactively with clients to clarify requirements, keep them involved in projects, and regularly assess progress.
Lead and participate in meetings and discussions, serving as the central point of contact for each customer.
Evaluate each customer’s SOC program requirements, capability gaps, and opportunities to use available services to address those gaps.
Prepare and present written communications, plans, reports, briefings, and background materials for client executive management teams.
Establish, document, and manage project and sustaining-activity scope, schedules, resource allocation, costs, and expense tracking to support successful execution and on-time deliverables.
Identify, document, and communicate problems and risks that could adversely affect performance, cost, or delivery schedules, as well as opportunities for project improvement.
Develop adoption roadmaps and project schedules in coordination with subject matter experts.
Identify opportunities to provide new services or product ideas to current customers.
Create repeatable processes and templates to improve efficiency and consistency of service delivery.
Interface with internal teams and provide project coordination support for efforts involving engineering, IT, and cyber defense monitoring.