Customer Success Manager Role: Are you passionate about customer success and Cybersecurity? Key Responsibilities: Create and maintain knowledge base articles and user guides to assist customers effectively. Lead incident and crisis response initiatives by collaborating with account teams, technical support, operations, and engineering, ensuring prompt resolution and transparent communication with customers. Establish, manage, and oversee customer support channels, including email, chat, phone, text, social media, and on-site visits (when applicable), to discuss system performance, major concerns, upcoming updates, and other critical information. Partner with Marketing and Sales teams to assess customer satisfaction and gather feedback to drive business improvements. Build and maintain strong relationships with key customer stakeholders and decision-makers. Identify opportunities for upselling, cross-selling, and ensuring account renewals within existing accounts. Serve as the voice of the customer within the organization, coordinating with departments such as Product, Engineering, and Support to align field needs with the product roadmap and priorities. Qualifications Solid understanding of Internet protocols (e.g., HTTP, SMTP, DNS, LDAP) and experience with Linux, Office 365, and G-Suite. Hands-on experience with email security solutions is highly desirable. Excellent technical presentation and communication skills, both written and verbal. Proven track record in customer support and engagement. Strong technical knowledge in messaging and Internet security principles. Ability to work autonomously in a fast-paced environment. Energetic, diligent, and adaptable team player with a proactive and organized approach. Preferred Qualifications CISSP or equivalent cybersecurity certification. Fluency in multiple languages. Degree in Computer Science, Electrical Engineering, or a related field. Collaborative team player with a passion for continuous learning and professional growth.