Customer Success Manager (Bilingual)

Synack’s Penetration Testing as a Service platform manages customers’ attack surfaces by discovering new assets, pentesting for critical vulnerabilities and gaining visibility into the root causes of security risks. We are committed to making the world more secure by harnessing a talented, vetted community of security researchers to deliver continuous penetration testing and vulnerability management, with actionable results. Synack's PTaaS platform has uncovered more than 71,000 exploitable vulnerabilities to date, protecting a growing list of Global 2000 customers and U.S. agencies in a FedRAMP Moderate Authorized environment. For more information, please visit www.synack.com.

The Senior Customer Success Manager serves as a trusted advisor and customer advocate, helping customers achieve success and maximize their return on investment with Synack. This role specifically co-manages a global account with Spanish-speaking entities alongside a Europe-based CSM, requiring fluency in English and Spanish to effectively engage stakeholders.

You will leverage your customer management, business acumen, and technical skills to drive customer retention and renewal targets. As a trusted advisor, you will define and measure business outcomes, success criteria, and value realization throughout the post-sale journey. With experience in developing and executing success plans, you will track customer satisfaction, loyalty, retention, and expansion opportunities to ensure long-term success.

The ideal candidate will have experience in the cyber security industry, a consultative approach to working with customer stakeholders and a passion for customer advocacy.  Sounds interesting? Keep reading...

Here’s what you'll do

• Develop and maintain strong relationships at all levels within the customer organization
• Collabore closely with another CSM based in Europe to ensure seamless account management
• Develop technical proficiency related to use cases, technical landscape, and Synack solutions 
• Starting at the pre-sales stage, establish the Synack Customer Success organization as a trusted advisor early in the customer’s journey 
• Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close)
• Advocate for the customer by working closely with Synack Product Development and Product Management teams 
• Develop, deliver and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
• Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
• Partner with sales teams to identify new business opportunities for expanding Synack footprint
• Consistently monitor & identify/anticipate customer churn risk to successfully resolve risk
• Leverage Gainsight to track customers; product adoption, utilize playbooks, and drive activities/decisions
• Exceed customer retention rates aligned with corporate goals 

Here’s what you’ll need

• At least 5-7 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry 
• Bilingual in English and Spanish (required)
• Located on the East Coast of the U.S., near a major airport (required)
• Strong technical aptitude; ability to deliver complex technical presentations, perform product demonstrations, best practices, security risk management, and help customers achieve success 
• Successful experiences with the development, execution, and management of success plans
• Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
• Demonstrated ability to identify leads within install-base and grow customers 
• Customer-first mindset and advocacy 
• Project management experience and advanced data analytics 
• Ability to work independently and to collaborate effectively across functions
• Excellent verbal and written communication and in-person and virtual presentations 
• Travel up to 30% 

Ready to join us?

Synack is committed to embracing diversity. Our people are our strength.  Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. Synack strives to be inclusive of all people. 

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