Customer Success Manager

Deepwatch • Tampa, FL

9d • $95,000 - $118,700 • Hybrid

About The Position

As a Customer Success Manager (CSM) at Deepwatch, you will be the primary point of contact for our customers, guiding them through their journey with us. You will work cross-functionally with sales, technical operations, and support teams to ensure customer success, retention, and satisfaction. In this customer-facing role, you will take a consultative approach to understanding each customer's unique needs, advocate for them internally, and help deliver value that drives positive business outcomes. You will also play a key role in helping customers maximize their investment in Deepwatch’s managed security services, ensuring that they fully leverage our platform and solutions to meet their security goals. If you're a problem solver, a strategic thinker, and a relationship builder, this is the perfect opportunity to make a direct impact on customer satisfaction and business growth at Deepwatch.

Requirements

• 3+ years of experience in customer success, account management, or a related role, ideally in the cybersecurity, SaaS, or technology services industry.
• Proven track record of managing complex customer relationships and delivering technology-based services that drive business outcomes.
• Strong understanding of the cybersecurity landscape, including threat detection, SIEM (Security Information and Event Management), EDR (Endpoint Detection and Response), and MDR (Managed Detection and Response) solutions.
• Ability to communicate technical concepts to both technical and non-technical stakeholders.
• Exceptional verbal and written communication skills, with the ability to craft clear, concise, and impactful messaging for diverse audiences.
• Experience presenting to and influencing senior-level executives and stakeholders.
• Strong problem-solving skills, with the ability to address complex challenges and identify creative solutions in a fast-paced environment.
• Demonstrated ability to think critically and manage customer relationships with a focus on long-term value.
• A customer-first mentality with the ability to build and maintain strong, trusted relationships.
• High emotional intelligence and the ability to navigate challenging conversations and difficult situations with grace.
• Strong organizational skills and the ability to manage multiple projects and priorities simultaneously.
• Experience using project management tools and techniques to track progress and ensure timely execution of customer initiatives.
• Ability to thrive in a fast-paced, ever-changing environment.
• Strong desire to learn and grow, with a willingness to deepen your technical knowledge of cybersecurity and related technologies.
• Bachelor’s degree in Information Technology, Cybersecurity, Business, or a related field, or equivalent work experience.
• Ability to travel 16-25% of the time
• Candidates will be asked to confirm that they are a U.S. Person as defined by the following: A citizen of the U.S.; A lawful permanent resident of the United States; A person admitted to the United States as a refugee; or A person that has been granted asylum by the United States government.
• Be interested in and able to work remotely from a home office when not at a corporate office
• Pass a pre-employment background check in accordance with applicable laws

Nice To Haves

• Experience in managed security services (MSSPs), cybersecurity, or related technical fields.
• Familiarity with security operations platforms, SIEMs, and threat management solutions.
• Experience with CRM tools, customer success platforms (e.g., ServiceNow, Salesforce), and reporting dashboards.

Responsibilities

• Serve as the main point of contact for assigned customers, ensuring a seamless and evolving relationship as their business needs change.
• Understand each customer’s organizational structure, goals, and initiatives, leveraging this knowledge to drive results and foster long-term success.
• Act as the trusted advisor, providing proactive guidance and ensuring that customers are continuously engaged with Deepwatch’s services.
• Collaborate with internal teams (sales, technical, support, and product) to ensure smooth onboarding, timely issue resolution, and alignment with customer expectations.
• Coordinate resources across departments to ensure that all customer needs are addressed and deliverables are met on time.
• Monitor customer health and satisfaction, using data and metrics to identify areas of improvement and ensure that customers achieve their desired business outcomes with Deepwatch’s solutions.
• Capture client reporting needs and work with internal teams to gather and present meaningful metrics that demonstrate the ROI and success of Deepwatch’s services.
• Work cross functionally to achieve contract renewals, upsell, and cross-sell opportunities, identifying additional value Deepwatch can provide based on customer needs.
• Ensure that customers are fully informed of new features and capabilities, proactively identifying opportunities to expand services.
• Prepare and deliver strategic business reviews and presentations to senior executives, showcasing progress, value delivered, and future opportunities.
• Tailor communication to different audiences, ranging from C-suite executives to technical teams, ensuring clarity and alignment across all levels.
• Manage and resolve customer escalations, working with internal teams to conduct root cause analysis (RCA) and create action plans for resolution.
• Serve as the escalation point for customer issues, ensuring timely responses and effective solutions.
• Develop and manage detailed project schedules that include timelines, milestones, and deliverables.
• Define roles and responsibilities, ensuring that all internal and external team members are aligned on customer expectations and responsibilities.

Benefits

• Medical, dental, vision, and disability insurance
• Flexible Time Off (FTO), 12 company holidays, sick leave and 8-Weeks Paid Parental Leave
• Unique professional development benefits with Annual “development dollars” to support our people growth and development
• Wellness contests and monthly educational programs
• 401(K) retirement program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level