Customer Success Manager

🕒 Agosto 21

🇲🇽 México – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 12%

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Sygnia

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🔒 Cibersegurança

💼 Consultoria

💰 Venture Round em 2015-10

Cybersecurity • Consulting

A Sygnia é uma empresa de tecnologia e serviços cibernéticos que oferece consultoria especializada e suporte em resposta a incidentes para organizações em todo o mundo. A Sygnia trabalha com empresas para desenvolver proativamente sua resiliência cibernética, além de responder a ataques e neutralizá-los em suas redes. Reconhecida por equipes de TI e segurança, pela alta liderança e pelos conselhos de administração de organizações globais líderes, incluindo empresas da Fortune 100, a empresa reúne talentos militares de elite e expertise do setor de cibersegurança. A Sygnia combina superioridade tecnológica, experiência em combate digital e análise de dados para oferecer soluções de segurança de nível militar para empresas.

Descrição

• Lead onboarding activities for new Incident Response Readiness customers, introducing Sygnia’s incident response methodology, activation procedures, and service capabilities • Understand each customer’s environment, including security architecture, technology stack, stakeholders, escalation paths, and operational processes • Establish success plans and engagement strategies aligned with customer objectives and security priorities • Serve as the primary point of contact for IRR customers and build trusted relationships with technical, operational, and executive stakeholders • Drive ongoing engagement through regular check-ins, readiness reviews, business reviews, and strategic planning discussions • Help customers maximize IRR service value by identifying opportunities to use prepaid hours for readiness activities, advisory engagements, proactive services, and incident preparedness initiatives • Ensure customers understand and leverage Sygnia’s capabilities throughout the engagement lifecycle • Monitor customer health, engagement, service utilization, and satisfaction to identify risks and opportunities • Own renewal readiness activities throughout the customer lifecycle • Identify renewal risks and develop mitigation strategies with internal stakeholders • Track and communicate customer outcomes, service value, and business impact to support retention • Partner with Sales and delivery teams to help customers achieve measurable value • Collaborate with Sales, Delivery, Operations, and Regional Leadership to deliver an exceptional customer experience • Support customer escalations and coordinate internal resources to address issues efficiently • Help mature Sygnia’s global Customer Success function, processes, engagement models, and best practices

🎯 Requisitos

• 5+ years of experience in Customer Success, Technical Account Management, Strategic Account Management, or similar customer-facing role within a cybersecurity organization • Strong cybersecurity knowledge and ability to engage credibly with security practitioners, security leadership, and executive stakeholders • Experience supporting enterprise and mid-market customers across varied industries and technical environments • Proven ability to build trusted relationships and maintain high customer engagement throughout long-term service engagements • Experience managing retainer-based services, recurring service agreements, or ongoing advisory relationships • Strong understanding of enterprise security technologies and security operations, including endpoint, network, cloud, identity, and detection and response capabilities • Demonstrated ability to identify customer risks, develop success plans, and drive measurable customer outcomes • Strong organizational and project management skills with ability to manage multiple customer relationships simultaneously • High level of ownership, accountability, and independent decision-making • Ability to collaborate effectively across sales, operations, delivery, and leadership teams • Fluency in Spanish and English • Preferred: experience in incident response, cyber readiness, managed security services, MDR, SOC, or security consulting environments • Preferred: experience supporting incident response retainers or similar subscription-based cybersecurity services • Preferred: familiarity with Customer Success methodologies, health scoring frameworks, lifecycle management, executive business reviews, and customer reporting • Preferred: experience working with enterprise security teams, CISOs, and executive stakeholders • Preferred: industry certifications such as CISSP, CISM, Security+, or related cybersecurity credentials

🏖️ Benefícios

• Join a newly created strategic function with significant visibility and impact across the organization • Help shape the future of Sygnia’s global customer success strategy and customer retention programs • Work with some of the world's most sophisticated organizations as they strengthen their cyber resilience • Collaborate with leading cybersecurity experts across incident response, readiness, proactive security services, and MDR • Make a measurable impact on customer outcomes, retention, and long-term business growth • Be part of a fast-growing global cybersecurity company with a strong client-first culture