Customer Success Manager

#GetThereFirst

Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries. Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization. 

Digital Hands is comprised of innovators leading from the front, fueled by a desire to achieve, test new boundaries, and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands, we take ownership, obsess over our promises, anticipate our customers' needs. and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure.

About the Role

At Digital Hands, we deliver cybersecurity services that help customers achieve measurable business outcomes. We’re seeking a Customer Success Manager (CSM) to support customer adoption, retention, renewals, and service expansion across a portfolio of clients.

In this role, you’ll work closely with Operations and Sales to ensure customers are realizing value from their services while identifying opportunities to renew and expand their relationship with Digital Hands.

About You

• You’re customer‑focused and growth‑minded, with an interest in renewals and add‑on sales
• You have a solid foundation in cybersecurity or IT services
• You’re organized, detail‑oriented, and comfortable managing multiple priorities
• You collaborate well across Sales, Engineering, and Operations
• You’re confident participating in commercial and value‑based customer conversations

What You’ll Do

• Support the Customer Lifecycle
  Manage a portfolio of customers through onboarding, ongoing service delivery, renewals, and service expansions.
• Coordinate Customer Onboarding & Enhancements
  Support the on‑time activation of customer services, including implementations and enhancements, by coordinating with internal delivery teams.
• Support Renewals & Expansions
  Execute contract renewals and assist with service expansion opportunities, including coordinating pricing, documentation, and internal approvals.
• Identify Growth Opportunities                                                                                                                                                                                                                                     Recognize opportunities to expand customer relationships through additional services, optimizations, or solution enhancements aligned with customer needs.
• Lead Customer Communication & Reporting
  Contribute to customer reporting, periodic business reviews, and satisfaction surveys to support value‑based conversations.
• Support Risk Awareness & Continuous Improvement
  Assist in identifying delivery risks, gathering information, and contributing to process improvements that enhance Customer Success outcomes.
• Participate in Pre‑Sales for Existing Customers
  Support pre‑sales opportunity reviews for expansion opportunities to gain familiarity with proposed solutions and delivery requirements.

What You Bring

• Bachelor’s degree or equivalent experience in Cybersecurity, IT, or a related field
• 3–5 years of experience in Customer Success, Account Management, or a technical customer‑facing role
• Experience in a Managed Services or Managed Security Services (MSSP) environment preferred
• Understanding of the “as‑a‑service” delivery model
• Strong communication, organization, and problem‑solving ski