- Company Name
- COFENSE
- Job Title
- Practice Manager, (Customer Success, Cybersecurity)
- Job Description
-
**Job Title**: Practice Manager (Customer Success, Cybersecurity)
**Role Summary**: Lead a team of professional services consultants and customer success professionals to deliver AI-powered phishing defense programs using Cofense’s cybersecurity platform. Drive customer outcomes through service delivery, team leadership, client relationship management, and technical expertise.
**Expectations**: Achieve team goals, manage client portfolios, mitigate churn, and align cross-functionally to ensure stakeholder satisfaction. Prioritize proactive risk management, continuous improvement, and high-performance team culture.
**Key Responsibilities**:
- Develop and implement phishing defense strategies for clients, including training, awareness programs, and response mitigation.
- Oversee account management, onboarding, program development, reporting, and client satisfaction resolution.
- Serve as escalation point for client and team issues, ensuring contractual obligations and service standards are met.
- Collaborate with internal teams (sales, product, support, engineering) to enhance service delivery and product development.
- Forecast client churn, identify upsell opportunities, and manage resource allocation to balance workloads.
- Lead team performance, conduct quality reviews, and coach/develop direct reports.
- Analyze phishing threat trends and provide customized security recommendations to clients.
- Facilitate stakeholder reviews, business planning, and operational analysis to align with organizational goals.
**Required Skills**:
- People leadership and team development; proven resource management of customer success and professional services teams.
- Expertise in cybersecurity, particularly phishing defense, with technical acumen to guide clients using AI-driven platforms.
- Strong stakeholder relationship management, client management, and negotiation skills.
- Strategic planning, project execution, and process improvement capabilities.
- Communication skills for client presentations, internal collaboration, and cross-functional alignment.
**Required Education & Certifications**:
- Bachelor’s degree in business, technology, or related field.
- 5+ years of managerial experience in cybersecurity, professional services, or customer success.
- Certifications in project management (e.g., PMP), customer success management, or equivalent desirable.