Customer Service Representative I, Cyber & Data Resilience

About the Opportunity

The Manager, Customer Resilience Management leads the post-sales journey for a select portfolio of enterprise accounts. This role manages a team of Customer Resilience Managers who serve as primary customer contacts and guide clients through onboarding, adoption, growth, and renewal. The position plays a key role in driving customer satisfaction, retention, account growth, and overall portfolio health through strategic account management and effective team leadership.

Responsibilities

• Lead, coach, and develop a team of Customer Resilience Managers supporting large enterprise accounts.
• Develop account strategies and coordinate cross-functional efforts to improve customer outcomes and operational processes.
• Oversee the full customer lifecycle, including onboarding, adoption, expansion, and renewal.
• Drive timely renewals of products and services to minimize churn and protect recurring revenue.
• Monitor product activation and usage and address adoption gaps.
• Review customer-facing deliverables to ensure quality, consistency, and alignment with customer goals.
• Partner with Sales to develop account growth and expansion strategies.
• Manage team operations, account assignments, and workload distribution.
• Identify and implement process improvements that enhance customer success and operational efficiency.
• Advocate for product enhancements based on customer feedback and business needs.
• Collaborate with cross-functional teams to improve customer satisfaction and resolve customer challenges.
• Represent Customer Success in product and company decision-making forums.
• Build a high-performing team through hiring, mentoring, coaching, and career development.
• Establish performance goals, provide regular feedback, and manage team performance.
• Monitor support issues and initiate corrective actions when necessary.
• Analyze customer and portfolio metrics to identify trends, risks, and opportunities.
• Prepare and communicate portfolio health updates and key performance indicators to leadership.
• Manage escalations involving customer executives and other senior stakeholders.
• Establish and track team goals and performance metrics.

Requirements

• Bachelor's degree in a computer-related field preferred.
• More than 10 years of experience in customer success, technical account management, or a related technology-focused role.
• More than 3 years of experience leading and managing teams.
• Strong communication, planning, decision-making, and interpersonal skills.
• Proactive, self-motivated, and collaborative approach to customer and team management.
• Ability to work effectively across multiple time zones and outside standard business hours when required.
• Willingness to travel for customer visits, internal meetings, and business events.

Pay

• U.S. pay range: $155,500–$233,300 USD.
• Eligible for bonus potential, equity, and additional benefits.
• Final compensation varies based on location, skills, experience, education, and other relevant factors.