Customer Success Account Manager

Customer Success Account Manager

Join to apply for the Customer Success Account Manager role at Bulletproof, a GLI Company

Headquartered in Canada with locations across the United States and around the globe, Bulletproof is a GLI company with decades of technology, security, and compliance expertise. The company’s work in the security space has been recognized nationally and globally with Microsoft’s global Security Partner of the Year in 2021 and the Microsoft Security Trail‑Blazer Award in 2024. At Bulletproof, our vision is to serve, secure, and empower the world through people and technology;

one customer at a time. We believe everyone has the right to feel safe and secure. Our mission is to serve and protect organizations to ensure their success.

• Challenging Work – solving highly complex problems and empowering employees to bring ideas forward.
• Great People – open, honest, and real collaboration.
• Global Impact – inspired by the impact our work has on colleagues, customers, communities, and the world.
• Diversity, Equity and Inclusion – celebrating differences and fostering equality and inclusion.

The Customer Success Account Manager (CSAM) owns the strategic relationship and overall success of an assigned portfolio of customers. Acting as the customer’s trusted advisor, the CSAM ensures alignment between business goals and service delivery outcomes, driving retention, satisfaction, and growth. This role is ideal for a strong customer-facing professional ready to operate at a strategic level collaborating with executives, orchestrating internal delivery teams, and developing towards enterprise account ownership.

• Strategic Relationship Ownership – serve as the primary relationship manager and trusted advisor for assigned accounts, fostering long‑term partnerships that drive measurable outcomes.
• Account Planning & Growth – develop account plans that identify customer priorities, risks, and opportunities for service optimization, renewal, and expansion.
• Value Realization – connect service performance and outcomes to customer business goals; lead business reviews to reinforce value and progress.
• Service Orchestration – coordinate across internal teams (Service Delivery, Security, Engineering, and Sales) to ensure seamless execution, SLA adherence, and proactive issue resolution.
• Renewals & Growth – manage renewal timelines and participate in upsell or cross‑sell conversations to expand customer engagement and achieve assigned retention and revenue growth targets.
• Health & Risk Management – monitor customer satisfaction, usage, and operational performance; proactively address risk indicators and escalation points.
• Customer Advocacy – represent customer feedback internally to improve service experience, process efficiency, and product alignment.
• Strategy & Activity Documentation – maintain account notes, health indicators, and renewal activities in Salesforce (or other CRM systems) to ensure visibility, data integrity, and collaboration.

• 3–5 years in Customer Success, Account Management, or Program Management within an MSP, MSSP, or enterprise technology environment.
• Proven ability to manage mid‑to‑large accounts with complex service needs and multiple stakeholders.
• Strong communication, presentation, and consultative skills; able to translate technical performance into business value.
• Analytical and data‑driven thinker skilled at identifying trends, interpreting service metrics, and building clear value stories that demonstrate ROI and business impact.
• Demonstrated success in retention and growth initiatives (renewals, cross‑sell, or upsell).
• Excellent organizational skills with experience managing multiple customer engagements simultaneously.
• Confident, proactive, and accountable: able to lead through influence and collaboration.

• Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks.
• Understanding of managed services delivery, SLAs, and IT service management fundamentals.
• Experience preparing and leading Executive Business Reviews (EBRs).
• Business strategy…