Customer Success Manager

This is a full-time on-site role for a Customer Success Manager  Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining relationships with clients, analyzing data, retaining customers, and providing excellent customer service. The CSM will work closely with cross-functional teams to support day-to-day customer needs as well as the needs of internal stakeholders. The CSM will be responsible for ensuring that our clients are satisfied with our services, meeting with them monthly to address any concerns or issues and maintaining client retention.

• Build and maintain strong relationships with clients to ensure their satisfaction with our services.
• Conduct monthly meetings with clients to review their satisfaction with our services and address any concerns or issues.
• Manage customer expectations and lead them to customer satisfaction.
• Provide internal Novawatch teams with feedback and help identify feature improvements.
• Address technical and non-technical requests from clients, escalate if necessary, and follow up accordingly to ensure clients' needs are met in a timely fashion.
• Work with the sales team to identify upsell opportunities and expand our services with existing clients.
• Work with technical teams to ensure that client requests are addressed in a timely manner and ensure that our services meet their needs.
• Develop and execute client retention strategies to ensure clients renew their contracts with us.
• Monitor client satisfaction metrics and provide regular reports to the management team.

Reasonable accommodation will be made to enable individuals with disabilities to perform these essential responsibilities.

• Customer support
  :
  Proven expertise in delivering outstanding client support by understanding customer needs, anticipating potential challenges, and responding promptly to inquiries, fostering long-term trust and satisfaction.
• Effective communication
  :
  Exceptional verbal and written communication skills to articulate both technical and non-technical concepts, and service value in a clear, tailored manner to diverse stakeholders, including executives, technical teams, and non-technical users, while facilitating productive discussions and updates.
• Critical thinking and problem-solving
  :
  Demonstrated capacity to critically analyze problems, proactively identify risks, and develop creative, strategic solutions that address challenges, drive product adoption, reduce churn, and help customers achieve their business objectives.
• Technical aptitude
  :
  Strong ability to quickly learn and understand cyber security technologies and solutions, enabling informed conversations with clients, identification of opportunities for improvement, and collaboration with technical teams to address customer requirements effectively.
• Knowledge of IT systems
  :
  Solid foundational knowledge of IT infrastructure, including networks, operating systems (Windows, Linux), cloud platforms, and common protocols, to credibly discuss client environments, and drive successful adoption and integration.
• Cyber security toolsets
  :
  Familiarity with key cyber security tools and platforms (e.g., firewalls, SIEM systems, endpoint detection and response (EDR), vulnerability scanners, and intrusion detection systems) to guide clients on optimal usage, demonstrate value, monitor adoption, and recommend enhancements that maximize protection.

In-office with occasional travel for onsite customer visits and trade shows.

This is a full-time position. Days and hours of work are generally Monday through Friday, 8:00 a.m. until 5:00 p.m. This does depend on the needs of the business and customers that may cause these hours to vary.

This position will require occasional travel