Senior Customer Success Manager

NetSPI•Minneapolis, MN

About The Position

NetSPI® pioneered Penetration Testing as a Service (PTaaS) and leads the industry in modern pentesting. Combining world-class security professionals with AI and automation, NetSPI delivers clarity, speed, and scale across 50+ pentest types, attack surface management, and vulnerability prioritization. The NetSPI platform streamlines workflows and accelerates remediation, enabling our experts to focus on deep dive testing that uncovers vulnerabilities others miss. Trusted by the top 10 U.S. banks and Fortune 500 companies worldwide, NetSPI has been driving security innovation since 2001. NetSPI is on an exciting growth journey as we disrupt and improve the proactive security market. We are looking for individuals with a collaborative, innovative, and customer-first mindset to join our team. Learn more about our award-winning workplace culture and get to know our A-Team at www.netspi.com/careers . Join the mission as Senior Customer Success Manager. We’re looking for an individual to serve as a strategic advisor and customer advocate for a portfolio of complex accounts. You will translate each customer's security priorities into a practical success plan, orchestrate the right NetSPI resources, and make value visible to both technical stakeholders and executives. This is a commercial, outcomes-focused role with strong cybersecurity fluency. You will not be expected to perform penetration tests; you will be expected to understand customer security programs, ask credible questions, connect NetSPI capabilities to business objectives, and lead the customer journey from onboarding through renewal and expansion.

Requirements

5+ years of customer success, strategic account management, technical account management, or cybersecurity consulting experience, including ownership of complex customers.
Demonstrated success managing renewals, retention risk, adoption, and expansion within a recurring-revenue technology or technology-enabled services business.
Working knowledge of offensive security and vulnerability management concepts, such as penetration testing, attack surfaces, remediation, risk prioritization, and common security-program workflows.
Ability to understand technical context and explain complex security concepts, program performance, and business value to audiences ranging from practitioners to executives.
Experience building success plans, leading executive business reviews, managing escalations, and coordinating cross-functional account teams.
Strong executive presence, consultative discovery skills, commercial judgment, and written and verbal communication.
Analytical discipline: comfort using customer health, product usage, service delivery, support, and commercial data to identify trends and guide action.
Ability to prioritize a portfolio, operate independently in a fast-moving environment, and create clarity amid ambiguity.
Willingness to travel up to 20-30%

Nice To Haves

Experience with Penetration Testing as a Service (PTaaS), continuous security validation, attack surface management, application security, cloud security, red teaming, or security assessments.
Experience supporting large enterprises or regulated industries and navigating complex stakeholder, procurement, and compliance environments.
Familiarity with CRM, customer-success, support, and analytics platforms, plus enterprise integrations such as Jira or ServiceNow.
Relevant credentials such as CISSP, CISM, CISA, Security+, or comparable cybersecurity education.

Responsibilities

Develop trusted relationships across security, technology, procurement, and executive stakeholders; maintain a clear stakeholder map and engagement strategy for each account.
Create and execute mutual success plans that define customer objectives, use cases, milestones, adoption targets, risks, and measurable outcomes.
Lead the post-sale lifecycle, including transition from sales, onboarding, adoption, program maturity, executive business reviews, renewal readiness, and expansion planning.
Build a strong understanding of each customer's security program, attack surface, testing cadence, remediation workflows, risk priorities, and reporting requirements.
Drive adoption of the NetSPI Platform and relevant services by connecting capabilities to customer workflows and helping customers operationalize results.
Translate technical findings and program activity into clear business value, risk-reduction narratives, trends, and executive-ready recommendations.
Partner with Account Executives on customer health and renewal strategy for your portfolio; identify risk early, document recovery plans, and coordinate cross-functional action to protect retention.
Identify qualified growth opportunities based on customer goals and value gaps, partnering with Account Executives and solution experts on expansion strategy.
Orchestrate Customer Support, Delivery, Product, Engineering, Sales, and other internal teams to resolve issues, maintain engagement quality, and deliver a cohesive customer experience.
Represent the voice of the customer by capturing actionable feedback, identifying recurring themes, and influencing product, process, and service improvements.
Mentor peers, share repeatable practices, and contribute to playbooks, segmentation strategies, customer programs, and operational improvements across Customer Success.