Customer Success Manager

Join the Cyber-DNS team at CIRA and play a key role in advancing Canada’s cybersecurity and DNS infrastructure Our Cyber-DNS team is dedicated to protecting Canadians online by delivering cutting-edge solutions.

You’ll tackle projects that make a real difference—including empowering users with CIRA Cybersecurity Awareness Training, securing household and enterprise networks through CIRA Canadian Shield and DNS Firewall, or defending against DDoS attacks with Anycast DNS. This is your chance to be part of a team that’s shaping the future of digital security and DNS technology, making a meaningful difference in how Canadians and global citizens alike experience and trust the internet

**Who you are**:
You are both a customer advocate and a business driver. Solutions-focused and motivated by results, you build trusted relationships that help customers achieve their goals while delivering measurable business impact. As a strategic advisor, you ensure customers gain maximum value from CIRA’s cybersecurity solutions—championing their needs while fostering long-term growth for them and for the organization.

**What you'll do**:

- Become a trusted advisor and the go-to partner for customers, building deep, strategic relationships that drive loyalty and long-term success.
- Craft tailored success strategies by understanding each client’s cybersecurity priorities, business goals, and technical environment.
- Lead smooth, confident onboarding experiences that set customers up for immediate wins and lasting value.
- Proactively guide customers through regular check-ins, QBRs, and reviews to showcase impact and uncover opportunities for growth.
- Resolve complex challenges quickly and transparently by partnering with internal teams and coordinating responses.
- Use adoption and engagement data to spark meaningful conversations, inspire new use cases, and drive measurable results.
- Deliver actionable insights that strengthen security postures, increase ROI, and position customers for future success.
- Spot and address churn risks early, implementing engagement plans that turn at-risk accounts into advocates.
- Keep communication clear, timely, and on point—ensuring customers feel heard, supported, and valued at every step.
- Secure renewals by making the value of CIRA’s solutions undeniable and building trust that lasts.
- Partner with Sales to uncover and activate upsell and cross-sell opportunities that deepen customer impact.

**What you bring**:

- 3+ years in Customer Success, Account Management, or similar customer-facing roles, preferably in SaaS or cybersecurity.
- Bachelor’s degree in a technical or business discipline.
- A customer-first mindset paired with exceptional communication and relationship-building skills in English; French language skills are a strong asset.
- Proven ability to translate complex technical concepts into clear, actionable recommendations for diverse audiences.
- Demonstrated success in driving product adoption, renewals, and expansion within existing customer accounts.
- A data-driven, continuous improvement mindset with a passion for optimizing processes and enhancing customer engagement.
- Strong problem-solving skills and the ability to remain calm and solutions-focused in high-pressure situations.
- Natural collaboration skills with the ability to influence cross-functional teams and align stakeholders toward shared goals.
- Adaptability to thrive in a fast-changing environment and proactively anticipate customer needs.

**Who we are**:
At CIRA, we’re driven by a passion to make a positive impact on Canada’s digital future. We’re not just asking, ‘What more can we do?’—we’re actively exploring new frontiers to enhance and secure the internet for all Canadians. Our recognition as one of the National Capital Region’s Top Employers for nine years is a testament to our vibrant culture. We believe in fostering an environment where collaboration and candour are second nature and where diverse perspectives are integral to our success, because we know that great ideas come from everywhere. If you’re passionate about innovation and ready to make a difference in a dynamic field, join us and help shape the future of the internet

CIRA embraces a blend of remote and IRL in-office work to keep our team connected and engaged. Our Ottawa headquarters is a hub for regular events and social activities that bring our team together, encouraging a strong sense of community within our organization. No matter where you work from, you'll always feel part of our vibrant team and our shared mission.