Customer Success Manager

Digital Hands • Tampa, FL

25d • Onsite

About The Position

At Digital Hands, we deliver cybersecurity services that help customers achieve measurable business outcomes. We’re seeking a Customer Success Manager (CSM) to support customer adoption, retention, renewals, and service expansion across a portfolio of clients.
In this role, you’ll work closely with Operations and Sales to ensure customers are realizing value from their services while identifying opportunities to renew and expand their relationship with Digital Hands.
About You
You’re customer‑focused and growth‑minded, with an interest in renewals and add‑on sales
You have a solid foundation in cybersecurity or IT services
You’re organized, detail‑oriented, and comfortable managing multiple priorities
You collaborate well across Sales, Engineering, and Operations
You’re confident participating in commercial and value‑based customer conversations

Requirements

• Bachelor’s degree or equivalent experience in Cybersecurity, IT, or a related field
• 3–5 years of experience in Customer Success, Account Management, or a technical customer‑facing role
• Understanding of the “as‑a‑service” delivery model
• Strong communication, organization, and problem‑solving skills
• Customer‑first mindset with attention to detail
• Strong time‑management and prioritization skills
• Ability to work independently and collaboratively
• High integrity, adaptability, and sound judgment

Nice To Haves

• Experience in a Managed Services or Managed Security Services (MSSP) environment preferred

Responsibilities

• Manage a portfolio of customers through onboarding, ongoing service delivery, renewals, and service expansions.
• Support the on‑time activation of customer services, including implementations and enhancements, by coordinating with internal delivery teams.
• Execute contract renewals and assist with service expansion opportunities, including coordinating pricing, documentation, and internal approvals.
• Recognize opportunities to expand customer relationships through additional services, optimizations, or solution enhancements aligned with customer needs.
• Contribute to customer reporting, periodic business reviews, and satisfaction surveys to support value‑based conversations.
• Assist in identifying delivery risks, gathering information, and contributing to process improvements that enhance Customer Success outcomes.
• Support pre‑sales opportunity reviews for expansion opportunities to gain familiarity with proposed solutions and delivery requirements.

What This Job Offers

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