Customer Success Manager

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Group-IB

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2003

🔒 Cybersecurity

💼 Consulting

☁️ SaaS

💰 Grant - Group-IB on 2020-07

Cybersecurity • Consulting • SaaS

Group-IB is a global cybersecurity company that helps organizations prevent, investigate, and respond to cybercrime. It offers a mix of products (the Unified Risk Platform) and subscription solutions — including threat intelligence, attack surface management, fraud protection, digital risk protection, business email protection, Managed XDR, and cloud security posture management — alongside services such as 24/7 incident response, digital forensics, penetration testing, SOC consulting, and training. Group-IB also runs research and community programs (e. g. , Cybercrime Fighters Club) and provides law-enforcement-focused investigations and resources.

📋 Description

• Customer onboarding through initial briefing, systematic training, and interim meetings • Developing, regular adjustments and subsequent execution of the project work plan with the customer • Regular communication with the customer and the project team, following up and adjusting the organisation of the workflow in the production department • Proactive identification of any problems with the customer and project activities to minimise negativity and build customer loyalty/satisfaction • Timely notification and holding concise discussions with the customer about new trends, features and interesting facts related to project activities • Providing regular spot support to the client in non-standard enquiries and dealing with incidents of varying levels of complexity • Preparing materials and executing project safeguarding activities • Carrying out local/global customer satisfaction surveys • Keeping project databases up to date, including work in planning, project management, and helpdesk systems • Working on developing and upgrading internal business processes

🎯 Requirements

• Basic understanding of networking technologies (TCP/IP, DNS) • Basics of Cyber Threat Intelligence and Digital Risk Protection class information security systems • Ability to maintain reports, analyse information, find patterns and identify points of impact • Experienced in the position of client/account/pre-sales account manager in a B2B market • Strong communication skills, with an ability to communicate clearly with customers, colleagues and partners • Experienced in managing internal customer experience development projects (collecting, organising feedback, working with the Customer Journey Map) • Strong presentation and public speaking skills • Skilled in service-desk systems interaction

🏖️ Benefits

• Work with real stakes. Group-IB investigates active cybercriminal groups, responds to breaches affecting critical infrastructure, and develops technologies used by law enforcement agencies including INTERPOL, Europol, and Afripol across 60+ countries. We've conducted 1,550+ cybercrime investigations alongside 600+ enterprise customers globally. When you join Group-IB, your work directly disrupts digital crime. • Grow your way. Choose your own path: deepen your craft as a technical expert, step into leadership, move across to another team, or relocate to one of our Digital Crime Resistance Centers across the Americas, Europe, the Middle East & Africa, Central Asia, and the Asia-Pacific. Your growth is our growth — Group-IB's expansion across 60+ active country operations means real career acceleration. • We fund professional certifications at company expense — whether you're pursuing CEH, CISSP, OSCP, or specialized certifications in forensics and penetration testing. You don't have to choose between doing the job and advancing your credentials. • Work alongside industry leaders. Our Unified Risk Platform — Threat Intelligence, Digital Risk Protection, Attack Surface Management, Managed XDR, and more — is recognized by Gartner, Forrester, KuppingerCole, and Datos Insights. Frost & Sullivan named us a 2025 Global Technology Innovation Leader. When you work here, you're building technologies that set the industry standard. • Real challenges, real expertise. You'll take on complex, real-world problems alongside adversary-centric researchers and incident response experts spread across six continents. We've built 21+ years of proprietary telemetry through 1,500+ joint investigations. No two threats look alike — and neither do the skills you'll develop. • A team that is genuinely international. Our people come from different countries, speak different languages, and bring different perspectives. What connects us is a shared mission: fighting cybercrime and making the world safer. We care about your wellbeing and happiness as much as your output.