- Company Name
- HarfangLab
- Job Title
- Customer Success Manager - Cybersecurity
- Job Description
-
**Job Title**
Customer Success Manager – Cybersecurity
**Role Summary**
Own and manage a portfolio of approximately 30 client accounts (public and private, cloud and on‑premise) as the primary point of contact for all post‑sale activities. Drive accelerated solution adoption, ensure optimal operation of HarfangLab’s EDR, EPP, and ASM offerings, and serve as the voice of the customer within the organization. Collaborate closely with Solution Architects, Sales, and Product teams to secure renewals, upsells, and integrate client feedback into future development.
**Expectations**
- Minimum 2 years in a Customer Success Management role within the technology sector, preferably cybersecurity.
- Proficient in English for communication with international stakeholders.
- Autonomous, highly curious, detail‑oriented, and capable of managing multiple strategic accounts independently.
**Key Responsibilities**
1. Conduct routine, structured communication to understand and anticipate client needs.
2. Guide customers through the full lifecycle—onboarding, adoption, optimization, renewal, and upsell.
3. Present new product features and functionality to clients in partnership with Sales.
4. Maintain the client roadmap, prioritizing actions that drive value and satisfaction.
5. Capture and translate client requirements into actionable insights for Solution Architecture and Product Development teams.
6. Monitor customer health metrics, proactively intervene to mitigate risk, and coordinate with support or technical teams as necessary.
7. Represent the client’s interests across internal meetings, ensuring alignment between product strategy and market demand.
8. Prepare and present status reports, account plans, and renewal proposals to executive stakeholders.
**Required Skills**
- **Hard Skills:**
- Proven Customer Success Management experience in a tech or cybersecurity environment.
- Strong understanding of security products (EDR, EPP, ASM) and enterprise deployment models.
- Effective communication in English; additional languages are an asset.
- **Soft Skills:**
- Excellent interpersonal abilities; comfortable engaging with C‑level executives, IT directors, analysts, and business partners.
- Analytical and synthesis capabilities to distill complex client issues into clear business value statements.
- Team collaboration, partnership orientation, and a proactive approach to problem resolution.
- High degree of self‑direction, curiosity, and meticulous attention to detail.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, IT, Business Administration, or a related field preferred (not mandatory).
- Relevant cybersecurity or customer success certifications (e.g., Certified Customer Success Manager, or industry‑specific security credentials) are a plus but not required.