Customer Success Manager

🗺️

Location:

Turkiye, Ankara (Remote working)

👥 Team:
Customer Success

In the Customer Success Manager role, you will manage a variety of named accounts across our customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Your main targets will include maintaining high Gross Revenue Retention (GDR) and increasing Net Revenue Retention (NRR) within your portfolio by identifying and driving upsells and renewals.

You should have a passion for learning, a strong technical aptitude, and a relentless drive and adaptability.

• Manage a portfolio of 25-40 existing Binalyze customers to maximize their usage and adoption from their deployments and grow their Annual Recurring Revenue (ARR). You will report to the Director of Customer Success as part of the Customer Experience, Readiness, and Training (CERT) Team and collaborate closely with Sales, Support, and Technical Teams.
• Lead Onboarding & Enablement for new customers, minimize customer’s time to value after initial purchase.
• Drive technical adoption through a deep understanding of customer needs, use cases, and success criteria combined with strong product knowledge.
• Conduct business reviews with client leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
• Identify and nurture upsell and cross-sell opportunities in collaboration with Sales by identifying additional use cases and supporting increased adoption of Binalyze.
• Analyze customer engagement levels to assess risk and execute action plans to progress account health.
• Manage customer escalations to resolution.
• Facilitate a successful renewal at the end of subscription term.
• Facilitate feedback between the customer and our development engineers through the Voice of the Customer program.
• This role is grounded in an AI- and automation-first approach. Success includes leveraging available tools to streamline workflows, improve decision-making, and collaborate with AI systems and agents as part of everyday work.

• A minimum of 3-5 years of experience in a role that encompasses Customer Success, Project Management, Enterprise Sales, or Technical Account Management.
• Strong communication and presentation skills, with the ability to handle customer escalations and commercial negotiations.
• Familiarity with cybersecurity products and principles.
• Strong time management skills, self-motivation, and desire for continuous learning.
• Experience working across timezones and a fast-paced, high-growth environment.

• Exposure to or experience using workflow automation tools
• Experience collaborating with or managing AI agents, LLMs, or machine learning tools in a practical business context.
• Demonstrated comfort with experimenting and implementing process improvements via automation.

Technical

Skills:

Understand Binalyze AIR's technical capabilities to guide customers through implementation and adoption. Able to translate technical requirements, points of feedback, and VOC requests into actionable solutions.

Communication: Delivers clear, persuasive communication to different audiences, from technical users to external stakeholders, to internal teams to ensure alignment on success outcomes, expansions, and renewals. Fluent English and Turkish language skills are essential.

Relationship building: Cultivates strong, trust-based partnerships with decision makers and end users. Positions oneself as a strategic advisor to increase loyalty, advocacy, and long-term retention.

Strategic thinking: Thinks beyond day-to-day requests to drive deeper adoption and uncover upsell opportunities. Aligns success plans with the customer’s business objectives and growth potential.

Data-driven: Uses customer health scores, usage metrics, and revenue data to monitor account performance, predict churn risks, and identify upsell opportunities. Converts insights into concrete actions.

Project management: Drives onboarding, adoption, and renewal processes with discipline and clarity. Balances multiple accounts by prioritizing effectively, coordinating…