Customer Success Manager – West Coast

Job Overview

Team Cymru is seeking two proactive and strategic Customer Success Managers (CSMs) to join our growing team—one based on the East Coast and one on the West Coast of the U.S. These roles will focus on maximizing customer value and product adoption, ensuring every customer realizes meaningful outcomes with our solutions. This role plays a critical part in managing churn, accelerating time to value, and expanding our solution footprint across strategic accounts.

 As a key member of the Customer Success team, you will own customer engagement from post-sale through renewal and expansion. You will work across technical and business stakeholders to ensure successful onboarding, sustained adoption, and measurable impact on their cyber threat intelligence programs. You do not need to be a practitioner, but you must be able to understand how our solutions deliver value, integrate with other platforms, and support real-world CTI use cases.

Key Responsibilities

Customer Engagement & Value Realization

• Act as the primary post-sales relationship owner for a portfolio of enterprise customers
• Define and track customer success plans, including time to initial value and product adoption goals
• Proactively identify gaps in usage, integration, or process, and drive resolution through people, process, or tooling
• Facilitate regular customer check-ins, QBRs, and success reviews to align on business outcomes
• Champion best practices to help customers operationalize CTI workflows using Team Cymru’s data and insights

Cross-Functional Collaboration

• Partner with SEs, Support, and Product to resolve blockers, share feedback, and ensure a consistent customer experience
• Ensure Sales-to-CS handoffs include clearly defined customer objectives and value expectations
• Contribute to the development of onboarding journeys, training content, and adoption playbooks

Customer Retention & Growth

• Monitor and report on customer health signals, product usage, and sentiment
• Identify and support upsell and expansion opportunities in partnership with Sales
• Track and influence key customer metrics: WAU, quota consumption, CSAT, onboarding duration, and retention

Continuous Improvement 

• Provide guidance on how market trends, challenges, and opportunities can help shape Team Cymru’s solutions
• Gather and analyze feedback from customers to identify opportunities for product enhancements and innovation
• Collaborate with Product Marketing teams to incorporate customer insights into future releases and updates 

Qualifications

Experience

• 3+ years in Customer Success, Technical Account Management, or Post-Sales roles in enterprise B2B software
• Experience working with cybersecurity customers and technical stakeholders (e.g., SOC, threat intelligence, or engineering teams)
• Strong track record in driving user adoption, retention, and expansion
• Exposure to CTI is a strong plus, but deep practitioner experience is not required
• Familiarity with tools like Salesforce, Gainsight, or similar CS platforms

Skills

• Ability to communicate business value concepts to both technical and non-technical stakeholders
• Excellent discovery, consultative, and executive communication skills
• Problem solver with a customer-first mindset and a bias toward action
• Skilled in identifying root causes of adoption issues and building action plans to address them
• Confidence working with ambiguity in a data-sparse environment
• Experience leading customers through change management or process evolution
• Ability to coach internal teams or customer stakeholders through enablement gaps
• Capable of managing competing priorities across multiple accounts with confidence and clarity

Education and Certifications

• Bachelor's degree or equivalent experience
• Exposure to cybersecurity frameworks and threat intelligence use cases a plus
• CTI-related training, certifications, or vendor-specific credentials (preferred but not required)

Travel

Travel within the US and internationally is a requirement for this position.

Location: Remote, but must be based on the U.S. West Coast

Why Join Team Cymru?

At Team Cymru, we provide unmatched global threat intelligence that empowers organizations to proactively disrupt adversaries. As a Customer Success Manager, you will be at the forefront of cybersecurity innovation, helping customers harness the full power of our threat intelligence to achieve critical business and security outcomes.

We offer a collaborative, mission-driven culture where your expertise and impact will directly cont