Customer Success Manager

Blackpoint Cyber is a provider of leading-edge cybersecurity threat hunting, detection, and response technology. Blackpoint was founded by former National Security Agency (NSA) cyber operations experts that applied their expertise to bring nation/state grade technologies to commercial customers around the world

The Opportunity: 

We are a rapidly growing cybersecurity company committed to delivering innovative solutions to Managed Service Providers (MSPs). Our agile team is in the foundational stages of building a top-tier Customer Success department. We are seeking Customer Success Managers who are adaptable, security-minded, and experienced in working closely with sales and MSPs. This is a unique opportunity to define and shape the role and team, with significant growth potential. 

As a Customer Success Manager (CSM), you will report to the Sr. Director of Customer Success and collaborate closely with Support, Account Management, and Revenue Operations. You will be a key player in ensuring our MSP customers derive maximum value from our solutions. This role is ideal for someone who thrives in a fast-paced startup environment and is looking for a career-defining challenge. 

What You’ll Do: 

• Work through MSPs to ensure customers gain significant value from our products. 

• Conduct new MSP and customer onboarding to ensure a smooth transition and immediate value realization. 

• Conduct Executive Business Reviews to assess value delivery and customer health. 

• Manage customer escalations effectively to resolution. 

• Oversee billing issues and licensing discussions, ensuring clarity and fairness. 

• Leverage your security background to provide specialized guidance and build strong relationships with customers. 

• Work closely with sales to forecast renewal, churn, and upsell opportunities. 

• Drive product adoption across customer organizations while maintaining strong renewal rates and NPS. 

• Collaborate with internal teams, including sales, product, and marketing, to exceed customer expectations. 

• Adapt to evolving processes and contribute to process improvement. 

What You’ll Bring: 

• Minimum of 3 years of customer success experience, preferably in a SaaS or cybersecurity setting. 

• Experience working with MSPs and a strong understanding of the security landscape. 

• Proven ability to work independently and remotely. 

• Strong technical aptitude, excellent communication skills, and a curious mindset. 

• Bachelor's Degree or equivalent experience. 

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment. 

We thank everyone for their interest, but only those candidates selected for an interview will be  contacted.