Customer Success Manager

Kiteworks•,

23d•$100,000 - $120,000•Hybrid

About The Position

The Customer Success Team at Kiteworks is the frontline for building customer advocates, accelerating secure content adoption, and enabling organizations to achieve security, compliance and risk management goals, ensuring they renew and expand with confidence. The mid-market segment in the Americas represents a critical portion of our customer base, and is supported through a mix of high-touch strategic engagement and scaled 1: many programs, depending on account complexity and opportunity. We are seeking a Customer Success Manager to own a portfolio of 100+ mid-market customers across the Americas. This role requires a self-starter who can operate independently across a large book of business, build trusted relationships that extend well beyond system administrators, and translate Kiteworks' data control plane and private data network into tangible business outcomes for customers. You'll bring strong commercial and business acumen to synthesize product, operational, and account data into strategies that protect and grow your book of business. This is a pivotal role in shaping how Kiteworks drives retention and expansion across the mid-market segment in a dynamic and fast-evolving cybersecurity landscape.

Requirements

At least 7 years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within SaaS, cybersecurity, or compliance-focused environments.
Self-starter with an entrepreneurial mindset, comfortable operating with autonomy across a large portfolio in a fast-moving, dynamic cybersecurity landscape.
Strong business and commercial acumen, with an analytical mindset to synthesize product, usage, and financial data into a coherent account strategy.
Ability to develop a solid working understanding of Kiteworks' product and value proposition, confidently demo the platform and translate capabilities into business outcomes and ROI for both technical and business stakeholders.
Skilled at building Strategic Success Plans and cultivating executive-level relationships that extend beyond day-to-day administrators.
Track record of identifying and surfacing expansion opportunities within an existing book of business.
Excellent communication, negotiation, and executive presence, with the ability to influence outcomes without direct authority.
Knowledge of the cybersecurity, compliance, or data governance technology ecosystem strongly preferred.
Experience leveraging AI tools/assistants (e.g., Claude, Copilot, ChatGPT) to facilitate account management activities.
Experience with Salesforce, JIRA, and Customer Success platforms (e.g., Gainsight, ChurnZero)a plus.
Willingness to travel as needed (typically 10–20%) for on-site business reviews and strategic account engagements.
Ability to meet Kiteworks, customer, and/or government security screening requirements for this role.
This position requires passing the Kiteworks background check upon hire/transfer and every two years thereafter.
This role is open to individuals who already have U.S. work authorization.
Visa sponsorship is not available for this position.

Nice To Haves

Knowledge of the cybersecurity, compliance, or data governance technology ecosystem strongly preferred.
Experience leveraging AI tools/assistants (e.g., Claude, Copilot, ChatGPT) to facilitate account management activities.
Experience with Salesforce, JIRA, and Customer Success platforms (e.g., Gainsight, ChurnZero)a plus.

Responsibilities

Own a portfolio of 100+ mid-market customers across the Americas, driving retention, adoption, and expansion.
Act as a strategic advisor and product expert — understand Kiteworks' value proposition ata high level, confidently demo the platform, and translate capabilities into measurable business outcomes (reduced compliance risk, faster audit cycles, lower breach exposure) to build the ROI case with customers.
Build and maintain Strategic Success Plans, aligning goals and milestones with stakeholders, and cultivate relationships beyond day-to-day administrators with security, IT, compliance, and business leaders.
Synthesize usage data, operational signals, and account context to monitor customer health, prioritize resources, and proactively address adoption gaps or risk to protect renewals.
Identify and pursue expansion opportunities within the book of business, partnering with Sales to convert whitespace into growth.
Lead onboarding and adoption initiatives to accelerate time-to-value, and prepare/deliver business reviews (QBRs/EBRs) connecting platform usage to customer outcomes and ROI.
Partner cross-functionally with Sales, Support, Product, and Renewals to resolve escalations, shape the roadmap, and maintain accurate CRM/CS platform data for forecasting and reporting.
Leverage AI capabilities — assistants, agents, and skills — to streamline day-to-day account management, from prepping account reviews to synthesizing customer data and drafting communications.