Manager, Customer Success
About The Position
About IRONSCALES IRONSCALES fights phishing. We’re a self-learning, AI-driven email security platform that continuously detects and remediates advanced threats for organizations of all sizes. Our solution is fast to deploy, easy to operate, and provides unparalleled protection against email threats. Who We Are We are IRONSCALES. We care about people, cybersecurity, and our customers and partners. Our team acts with intentionality and integrity, ensuring every action serves our teams, our customers, and our company. Our culture is rooted in innovation, continuous improvement, and the drive to push boundaries and take everything to the next level. We are growing fast and welcome those who love a rewarding, fast-paced challenge to join our journey. Who You Are You’re a passionate, people-first leader who thrives on developing and empowering others. You bring strategic thinking, operational rigor, and empathy to everything you do. You know how to balance big-picture vision with daily execution and are deeply motivated by helping customers succeed. You’re organized, confident, and skilled at turning feedback into action that drives measurable outcomes. What You’ll Do As the Manager of the Customer Success Manager (CSM) team, you’ll lead a group of customer success professionals dedicated to ensuring our customers achieve their goals with IRONSCALES. You’ll oversee customer experience post-sale, driving adoption, satisfaction, renewals, and growth. You’ll build scalable programs, coach your team to excellence, and partner cross-functionally to turn customer insights into strategic business impact.
Requirements
- Bachelor’s degree in Engineering, Information Systems, or equivalent experience.
- 5+ years in Customer Success or Account Management within a B2B SaaS organization, including 1+ year(s) in a leadership role.
- Proven ability to manage, mentor, and scale a team in a dynamic, high-growth environment.
- Excellent communication and presentation skills, with the ability to engage both executives and technical audiences.
- Strong analytical and strategic thinking abilities.
- High technical aptitude with an understanding of endpoint management, cybersecurity, or email security (a plus).
- Deep customer empathy and a track record of building trusted partnerships.
- Exceptional organizational skills and the ability to juggle competing priorities.
- Fluent in English, both written and spoken.
- Work days: Monday through Friday.
Responsibilities
- Lead, coach, and develop a high-performing team of Customer Success Managers across global regions.
- Drive the post-sales customer journey with a focus on product adoption, satisfaction, and retention.
- Establish best practices, playbooks, and metrics for customer engagement and success.
- Collaborate with Sales, Product, Support, and Engineering to align priorities and amplify customer impact.
- Partner with Sales on renewals, expansions, and strategic growth opportunities.
- Ensure quarterly business reviews (QBRs) and success planning are executed consistently and effectively.
- Advocate for customers internally, bringing forward insights that shape product strategy and roadmap.
- Monitor and analyze customer health metrics, proactively addressing risk and identifying growth levers.
- Cultivate a team culture that reflects our SCALER DNA — self-driven, caring, agile, learning-focused, empathetic, and results-oriented.
Benefits
- We believe in our people and their impact. That’s why we offer a robust compensation and benefits package, including competitive salaries, generous paid time off, and opportunities to grow and develop in a culture that celebrates collaboration, innovation, and success.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
101-250 employees
