Client Success Manager, Managed Security Solutions

Senthorus is looking for a Client Success Manager to lead our clients’ Managed Security Service experience. You will be part of a fast-paced team with a mission to drive client engagement and advocate for the overall client experience with key stakeholders from Senthorus.

Key Responsibilities

• Own a portfolio of client relationships and the individual client journeys from onboarding into steady state
• Serve as the operational interface among various Senthorus and partners’ operations teams to:
• Ensure consistent quality of service delivery
• Steward client issues from identification through resolution
• Facilitate feedback to advocate for capability improvements on behalf of our clients in partnership with our Product Management team
• Deliver evidence of ongoing performance improvements in partnership with our SOC team
• Create and execute service improvement plans as appropriate
• Manage the client experience to achieve a likelihood to recommend rating with our clients
• Drive successful service renewals through high client satisfaction
• Engage clients to participate in case studies and other marketing events
• Identify and position cross-sell and up-sell opportunities in partnership with Sales
• Serve as a strategic advisor with guidance on cybersecurity best practices and industry trends
• Utilize monthly and quarterly business review cadence to ensure intentional and consistent communication
• Contribute to Client Success team continuous improvement efforts

Required Competencies

• Excellent teaming skills
• Exceptional written and verbal communication skills
• Excellent problem solving and conflict management abilities
• Strong attention to detail
• Able to prioritize a highly varied tasks in order to meet commitments
• Knowledge of and experience with intrusion detection/prevention systems and SIEM software
• Knowledge and understanding of network protocols and devices
• Understanding of Managed Security Service delivery processes
• Advanced knowledge of cyber security business products, industry trends, and best practices
• Ability to understand client business drivers and risk tolerance and apply industry trends
• Understanding of SOC services differentiators and ability to communicate our value
• Ability to thrive in a complex and rapidly changing environment
• Willingness to be available and responsive to clients’ needs as required

Preferred Qualifications

• 5-7 years of hands-on client relationship management experience with a focus in Managed Security Services or Technology
• Security +, Network +, CISSP, or other relevant certifications preferred

Education and Languages

• Bachelor’s degree in Information Security or IT-related industry experience is a plus
• English and French are required German is a differentiator.