USA)

Flare

8d•Remote

About The Position

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform. About the role: Flare's Dedicated Customer Success team serves our enterprise and strategic accounts: the customers with the highest ARR, the deepest platform adoption, and the most complex security programs. As the Manager, Dedicated Customer Success, you’ll lead this team of senior CSMs, translating Flare's Dedicated engagement model into consistent, high-quality execution across the portfolio. This is a player-coach leadership role focused on delivery through others: coaching experienced CSMs, ensuring account plan quality and coverage, and coordinating the cross-functional motions (executive sponsorship, QBRs, expansion qualification) that strategic accounts require. Your purpose and impact: Your mission, should you choose to accept it, is to lead the Dedicated Customer Success initiative by coaching the team on strategic account management and cross-functional coordination to ensure client success and account growth.

Requirements

10-12 years of experience in a Customer Success, Account Management, or customer-facing B2B SaaS role, ideally in cybersecurity or an adjacent technical domain.
Deep understanding of enterprise customer success delivery: strategic account planning, executive engagement, QBRs/EBRs, and renewal management.
Working fluency in CS tooling and signal-driven account management (health scores, adoption data, forecasting).
Foundational and growing knowledge of the threat exposure management domain, with the drive to build security fluency in the team.
Demonstrated ability to lead strategic account planning and deliver measurable customer outcomes.
Skills in influencing senior stakeholders and navigating complex organizations.
Excellent communication, presentation, and interpersonal skills with a track record of building trust at executive levels.
Highly organized, adaptable, and able to balance multiple priorities in a fast-paced environment.
Customer obsessed: you keep the team anchored to customer outcomes, not activity metrics.
Focused on ownership and results: you set clear goals, remove blockers, and model accountability.
Candid and transparent: you give direct, caring feedback and create the psychological safety team members need to challenge and be challenged.
Humble: you share credit, seek feedback, and welcome challenges to your thinking, which is essential when coaching CSMs who are experts in their accounts.
Hire and grow the best: you develop talent deliberately and contribute to team structure and succession conversations.

Nice To Haves

HubSpot, ChurnZero, and Pendo experience preferred.
Bilingual English and French is a strong asset.

Responsibilities

Coach and develop a team of senior CSMs on strategic account management, business-level problem solving, renewal risk navigation, and expansion qualification, including individual growth plans.
Translate the Dedicated engagement model and annual CS strategy into actionable team plans, account coverage, and operating cadence.
Ensure delivery quality and accountability across the portfolio: success plans in place, EBR quality and cadence, and executive alignment on strategic accounts.
Align closely with Sales on executive sponsorship, EBR participation, and renewal coordination; partner with CS Operations on health signal accuracy and account-level insights for high-touch accounts.
Team-level execution against Dedicated tier targets: GRR, Expansion, and NPS.
Individual performance and growth: ongoing coaching, performance reviews, promotion readiness cases, and development of each CSM against role and behavior expectations.
Operational coordination: expansion identification, qualification, and execution within the Dedicated book.