Customer Success Manager

Sentinel Blue

167d•Remote

About The Position

About Sentinel Blue: Sentinel Blue is a values-driven Managed Security Service Provider (MSSP) committed to safeguarding our clients within the defense industrial base and broader government contracting community. Founded on trust and a relentless pursuit of excellence, our mission is to deliver scalable, comprehensive cybersecurity solutions that empower our partners to achieve long-term sustainability, regulatory compliance, and business success. Position Overview: We are seeking a proactive, relationship-driven Customer Success Manager to join our collaborative team. This individual plays a vital role in ensuring our clients receive exceptional support, fully leverage Sentinel Blue’s cybersecurity solutions, and successfully achieve their business, compliance, and security goals. The ideal candidate enjoys problem-solving, excels at translating complex technical concepts into clear, actionable solutions, and demonstrates a strong willingness to expand their expertise in Microsoft Azure and related technologies. This is a full-time position that is fully remote. Due to the nature of our work, you must be a U.S. citizen with eligibility for a clearance. No exceptions. A Day in the Life of a Customer Success Manager Role: The Customer Success Manager starts their day by reviewing client statuses and upcoming engagements, ensuring all customers are on track with their security objectives. They coordinate regular meetings to discuss performance, compliance, and solution effectiveness. Throughout the day, they collaborate closely with internal teams, proactively addressing client inquiries, resolving issues promptly, and identifying opportunities to increase solution adoption and client satisfaction. They continuously gather feedback and translate insights into improvements for our service delivery and products.

Requirements

U.S. citizenship
1-3 years of experience in customer success, account management, or a related client-facing role, preferably within the cybersecurity or technology sector.
Exceptional interpersonal and communication skills, capable of clearly conveying complex concepts.
Proven ability to manage multiple clients, prioritize effectively, and achieve high customer satisfaction.
Strong problem-solving capabilities, with a focus on delivering proactive, strategic solutions.

Nice To Haves

Foundational knowledge of Microsoft Azure environments
Familiarity with government contracting, regulatory compliance, or cybersecurity best practices
Experience in a managed service provider environment

Responsibilities

Serve as the primary point of contact for clients post-onboarding, ensuring a seamless adoption experience, training, and ongoing support.
Manage incident and issue response by triaging client problems, coordinating escalations, tracking resolution, and providing timely updates and follow-ups.
Build and nurture strong relationships with clients, deeply understanding their business needs and driving their security maturity.
Proactively monitor client satisfaction and solution usage, identifying opportunities to enhance value and expand service adoption.
Facilitate regular client meetings and performance reviews to align with security objectives and compliance requirements.
Collaborate closely across internal teams to ensure smooth delivery of customer requests and timely resolution of issues.
Combine account management, technical support, and customer success strategies to deliver exceptional client experiences.
Track and report key client success metrics, ensuring retention and satisfaction.
Translate customer feedback into actionable insights to improve service delivery, internal processes, and product development.