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Customer Success Manager

3 weeks ago

Calgary, Canada WELL Health Technologies Corp Full time

**Entity: Cycura Data Protection Corp.**

**Position: Customer Success Manager**

**Type: Full Time**

**Location: Remote**

**About the Company**:
Cycura is an in-demand team of anti-hackers, who are battle tested with clients across private and public sectors. We have developed a global reputation for leading-edge cyber-security expertise and consultants who pair knowledge of systems and infrastructure with proprietary iterative methodologies that keep hackers at bay.

Since our founding in 2012, we have successfully delivered for top Fortune 500 companies and Federal agencies in Canada. Our continued growth is a result of the talent, passion, and ingenuity of our people. Cycura has established a North American wide footprint.

**Position Summary**:
Join Cycura as a Customer Success Manager, Security and transform how people think about cyber-security For someone who with a passion for fostering high trust relationships, bridging the divide between the company and clients, and are motivated through seeing others succeed; this opportunity positions you to operate at the intersection of strategy and execution, driving business objectives such as customer satisfaction and retention, while also having your hands in cross-functional day-to-day operations. You thrive on collaborating at the heart of business activities, from Product & Marketing through to Sales & support. You are searching for a role that offers daily diversity and allows you to focus on proactive problem solving and are looking for a continuous learning opportunity in cybersecurity.

**What you will be doing**:

- Act as main point of contact and advocate for assigned customers, building trust and ensuring a positive experience through the customer lifecycle
- Foster long-term relationships by understand customer goals, challenges, and business objectives
- Lead customer onboarding processes to ensure smooth implementation of products or services
- Collaborate and manage delivery of both small and large engagements for assigned customers
- Conduct regular check-ins, quarterly business reviews (QBRs), and strategy sessions to drive continued success.
- Track and report on key performance indicators (KPIs) such as customer churn, client satisfaction, and lifetime value
- Assist customers in the event of security incidents by coordinating with internal teams to resolve issues quickly and effectively.
- Develop and deliver resources such as user guides, webinars, and best practices to help customers succeed.
- Stay up to date on industry trends and help customers implement relevant strategies

**You have**:

- Business, Marketing, Communications, or a related field (or equivalent work experience).
- 3-5 years’ experience in a customer success role
- Experience in a customer success role in cybersecurity an asset
- Knowledge in Cybersecurity Governance, Risk, and Compliance frameworks (NIST CSF, HIPAA, ISO27001, COBIT, PCI, CIS)
- Knowledgeable in ITSM practices
- Knowledgeable in Project Management
- Proficient in CRM tools and customer success platforms
- Ability to analyze data and provide actionable insights
- Excellent communication, presentation, and relationship-building skills
- Strong problem-solving abilities and a customer-centric mindset

WELL is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success - this is the WELL Way

WELL has been independently certified as a Great Place to Work® by Great Place to Work Institute® Canada, an achievement that reflects the company’s strong commitment to creating a workplace culture centered on trust, inclusivity, and employee well-being, aligning with its ‘Healthy Place to Work’**ESG strategy pillar.