Customer Success and Account Manager

Who We Are:

Headquartered in Canada with locations across the United States and around the globe with a footprint on six continents, Bulletproof, a GLI company has decades of technology, security, and compliance expertise. Bulletproof's work in the security space has been recognized nationally and globally with Microsoft's global Security Partner of the Year in 2021 and the Microsoft Security Trail-Blazer Award in 2024.

At Bulletproof, our vision is to serve, secure, and empower the world through people and technology; one customer at a time. We believe everyone has the right to feel safe and secure. Our mission is to serve and protect organizations to ensure their success.

What we have to offer:

• Challenging Work - We love solving highly complex problems. Across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about.
• Great People - We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
• Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
• Diversity, Equity and Inclusion - We celebrate each other's differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.

Position Summary:

The Customer Success Account Manager (CSAM) owns the strategic relationship and overall success of an assigned portfolio of customers. Acting as the customer's trusted advisor, the CSAM ensures alignment between business goals and service delivery outcomes, driving retention, satisfaction, and growth.

This role is ideal for a strong customer-facing professional ready to operate at a strategic level collaborating with executives, orchestrating internal delivery teams, and developing toward enterprise account ownership.

Responsibilities:

• Strategic Relationship Ownership: Serve as the primary relationship manager and trusted advisor for assigned accounts, fostering long-term partnerships that drive measurable outcomes.
• Account Planning & Growth: Develop account plans that identify customer priorities, risks, and opportunities for service optimization, renewal, and expansion.
• Value Realization: Connect service performance and outcomes to customer business goals; lead business reviews to reinforce value and progress.
• Service Orchestration: Coordinate across internal teams (Service Delivery, Security, Engineering, and Sales) to ensure seamless execution, SLA adherence, and proactive issue resolution.
• Renewals & Growth: Manage renewal timelines, ensuring alignment between customer goals and services. Participate in upsell or cross-sell conversations to expand customer engagement and achieve assigned retention and revenue growth targets.
• Health & Risk Management: Monitor customer satisfaction, usage, and operational performance; proactively address risk indicators and escalation points.
• Customer Advocacy: Represent customer feedback internally to improve service experience, process efficiency, and product alignment.
• Strategy & Activity Documentation: Accurately maintain account notes, health indicators, and renewal activities in Salesforce (or other CRM systems) to ensure visibility, data integrity, and collaboration.

Required Education/Credentials/Qualifications/Skills:

• 3-5 years in Customer Success, Account Management, or Program Management within an MSP, MSSP, or enterprise technology environment.
• Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
• Strong communication, presentation, and consultative skills; able to translate technical performance into business value.
• Analytical and data-driven thinker skilled at identifying trends, interpreting service metrics, and building clear value stories that demonstrate ROI and business impact.
• Demonstrated success in retention and growth initiatives (renewals, cross-sell, or upsell).
• Excellent organizational skills with experience managing multiple customer engagements simultaneously.
• Confident, proactive, and accountable: able to lead through influence and collaboration.

Preferred Skills

• Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks.
• Understanding of managed services delivery, SLAs, and IT service management fundamentals.
• Experience preparing and leading Executive Business Reviews (EBRs).
• Business strategy acumen and comfort discussing contract or pricing structures.

Benefits:

• Comprehensive Health, Dental, and Vision Insurance

• Optional Health

• 100% Employer Paid Health and Dental Plan
• Vacation Time
• RRSP Savings Plan with 100% match up to 3% of your salary
• Annual Discretionary Bonus
• Anniversary Reward Bonus
• Educational Assistance Program
• Additional Mental Health Benefits through our Employee Assistance Program

Equal Opportunity Statement:

Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.