Senior Customer Success Manager

Prophet Security

About The Position

At Prophet Security, we are on a mission to automate the heavy lifting of security operations to compliment and expand the impact of Security Operations teams. As the Senior Customer Success Manager, you are the steward of our small and medium enterprise customer relationships. Reporting to the Director of Customer Success, you will bridge the gap between complex cybersecurity strategy and tangible business value. Your purpose is twofold: ensuring our enterprise customers achieve peak efficiency using our AI SOC analyst, and translating our effectiveness into business value that protects and expands revenue. You will collaborate closely with Product, Engineering, and Sales to translate customer feedback into roadmap priorities, ensuring we prioritize practicality over perfection. Your success is measured by high net-retention rates, your ability to influence the strategic direction of customer security teams, and successfully creating customer evangelists. At Prophet Security, we value transparent communication and unwavering resilience; you will be the face of these values as you navigate the high-stakes environments of our largest stakeholders and the internal processes that drive progress for customers.

Requirements

Expert-level knowledge of Cybersecurity Operations: You can operate on your own to review alert triage, investigation workflows, and the common challenges of the modern SOC.
Expert-level knowledge of Customer Success Metrics: You can use and manage data-driven models for churn prediction, NRR, and health scoring.
Working knowledge of Security Tooling Ecosystems: You can navigate and strategize with common SIEM, EDR, and SOAR platforms.
Familiarity with Automation in Security: You understand the basic mechanics of how security automation works and can interpret logic to translate objectives.
Familiarity with API-led integrations and Cloud Infrastructure: You understand how Prophet AI connects to customer environments and can debug basic connectivity issues.
Cross-Functional Orchestration: Ability to lead projects across Sales, Product, Marketing, and Engineering to resolve customer friction points and improve our go-to-market material.
Empathetic Leadership: A deep understanding of the high-stress environment security analysts and our own customer success managers face, using this empathy to drive product improvements.
Resilient Problem-Solving: Maintaining a calm, practical approach to troubleshooting and account management during critical security incidents or technical hurdles.
Transparent Communication: The ability to provide honest, clear feedback to both customers and internal stakeholders, even when delivery is difficult.
Strategic Thinking: Ability to see beyond individual tickets to recognize broader trends in the market and customer behavior.

Responsibilities

Drive Value Realization: Define and track "Value Milestones" for enterprise customers, specifically measuring time savings and alert-fatigue reduction generated by the AI SOC analyst.
Manage Enterprise Account Health: Execute quarterly business reviews (QBRs) and health assessments for key accounts, maintaining a Net Retention Rate (NRR) of 110% or higher.
Execute Success Infrastructure: Use and improve the team structures, playbooks, and support workflows required to scale the organization as we continue to grow total revenue.
Optimize User Journeys: Execute and refine the end-to-end customer lifecycle to increase platform adoption and decrease time-to-value for new deployments.
Feedback Loop Integration: Synthesize customer investigation processes and detection gaps into structured product requirements for the Engineering and Security Operations team.
Strategic Advisory: Serve as a subject matter expert for customer security leaders, aligning Prophet AI’s capabilities with their broader cybersecurity strategy and tool consolidation goals.