Senior Customer Success Manager

1 week ago

Greater Toronto Area, Canada CYGNVS Full time $120,000 - $180,000 per year

We're looking for a
Senior Customer Success Manager
with deep credibility in cybersecurity who can partner with CISOs, security leaders, and DevSecOps teams. You will be a foundational CSM hire, accountable for onboarding enterprise customers, driving adoption, and ensuring security outcomes that translate into renewals and expansion. This is a high-visibility role where you'll help define our Customer Success model, act as a trusted advisor to executives, and influence product roadmap through direct customer insights.

For this role, you are closely based in US EST (remote), or the Greater Toronto Area (GTA) and able to work in a hybrid environment, approximately 2-3 times a week in the office.

Responsibilities

  • Own strategic customer outcomes
    through onboarding, adoption, renewals, and expansion
  • Design and execute customer success plans tied to measurable outcomes, reaffirming ROI with customers
  • Serve as a trusted advisor to executives, providing best practices, benchmark data, and guidance on cyber risk management and response
  • Oversee executive tabletop exercises to validate playbooks, uncover risk, and strengthen incident response readiness of your customers
  • Partner with Sales on upsell, identifying opportunities to expand platform adoption.
  • Collaborate with Product, Engineering, and Support to advocate for customer needs and resolve escalations.
  • Track account health and proactively intervene when risk signals emerge.
  • Contribute to the foundational playbooks, processes, and tooling that will scale the Customer Success function.
  • Represent the voice of the customer internally and externally (case studies, advisory boards, industry events).

About You

  • 5+ years in Customer Success, Technical Account Management, Consulting, or similar customer-facing role, ideally with at least 3 years related to cybersecurity or incident response
  • Proven track record of driving renewals, expansions, and measurable adoption in enterprise accounts.
  • Hands-on experience facilitating tabletop exercises, or incident response planning sessions with executives and security teams.
  • Strong understanding of security frameworks, threat detection, incident response, or DevSecOps practices.
  • Able to earn trust with CISOs and security leaders, translating technical outcomes into business value.
  • Builder mentality and excited to shape processes in a fast-moving startup

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