Customer Success Manager

Job description

Syteca Inc. is a recognized software vendor delivering a cybersecurity platform dedicated to inside perimeter security. The Syteca platform provides advanced user activity monitoring (UAM) and robust privileged access management (PAM) solutions to organizations in every industry and sector. Founded as Ekran System in 2013 by a team of passionate cybersecurity experts, Syteca Inc. has grown into a global cybersecurity provider for more than 1,500 organizations across every industry on every continent. With headquarters in Needham, MA, USA, and a worldwide network of offices and partners, we're dedicated to safeguarding organizations of all sizes from human-related risks. We invite a Customer Success Manager to join our team. Responsibilities: Client Relationship Management: Serve as the primary point of contact for assigned customer accounts, building and maintaining trusted advisory relationships with IT security teams, CISOs, compliance officers, and system administrators. Customer Health Monitoring & Retention: Conduct regular check-in calls and emails to assess customer sentiment, address emerging concerns, and reinforce the value of the Syteca platform in their security posture. Monitor customer health scores. Onboarding & Platform Adoption: Track onboarding milestones and keep a pulse on how customers are adopting the platform — identifying which features are being used, which are underutilized, and where additional guidance may be needed. Issue Coordination: Triage and coordinate resolution of customer-reported issues by engaging Technical Support and maintaining transparent communication throughout the resolution lifecycle. · Documentation process: Document all customer interactions, success plans, risk indicators, expansion signals, and action items in the CRM (e.g., HubSpot) to maintain a complete and current account history. Voice of Customer & Product Feedback: Collect, organize, and relay customer feedback, feature requests, and pain points to the Product Management team to inform the Syteca product roadmap and prioritization decisions. Customer communication: Proactively inform customers about new key platform functionalities, product updates, and feature releases. Requirements: - 2 + years of work experience in related area -Understanding of cybersecurity principles - Communication skills (ability to adapt messaging for technical teams, C-level executives) - Relationship building (establishing trust and long-term advisory partnerships with multiple stakeholders) - Active listening and empathy (understanding customer pain points and translating them into actionable solutions) - Ability to quickly learn and master Syteca’s features, architecture, and deployment models. - English level: Upper-Intermediate and Higher Our benefits: -Remote/hybrid work according to your needs -Flexible working hours -20 working days of paid annual leave and paid sick leaves -Necessary equipment - a laptop, monitor, additional accessories -Career advancement and professional growth -Personalized learning approach (mentoring, internal courses, knowledge sharing) -Regular development - experienced team, regular 1: 1, development plan according to your needs -Medical insurance / compensation for sports -Mental health support and other corporate bonuses -We celebrate and paid all National Holidays If you are interested in this position, please send us your detailed CV.