Customer Success Manager

Responsibilities

• Build and nurture a positive and value-driven customer experience throughout the customer lifecycle.
• Manage and monitor the customer journey from onboarding through engagement and pre-renewal phases, in alignment with Bitdefender’s Customer Success framework.
• Develop trusted-advisor relationships with customers by understanding their business priorities, technical environment, operational challenges, and success criteria.
• Proactively identify customer engagement, adoption, operational, or retention risks and drive mitigation plans in collaboration with internal stakeholders.
• Maintain customer health indicators, product adoption, and engagement signals to ensure continued alignment and value realization.
• Coordinate and lead customer-facing activities such as onboarding sessions, operational reviews, Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), technical check-ins, and strategic alignment meetings.
• Collaborate closely with Account Managers, Renewals teams, Channel stakeholders, Support, Professional Services, Solutions Engineering, and Product teams to ensure a seamless customer experience.
• Assist with customer escalations and high-severity situations when needed, coordinating internal teams through resolution while maintaining customer communication and alignment.
• Support customers using Bitdefender’s Managed Detection and Response (MDR/MXDR) services by providing a Security Account Management component, including recurring operational reviews, incident coordination, and collaboration with the MDR SOC team.
• Participate in operational coverage rotations involving critical customer situations, incident management coordination, and PagerDuty ("on call" after hours)-driven escalation workflows.
• Contribute to improving Customer Success processes, operational workflows, customer engagement strategies, and internal best practices.
• Provide customer insights, feedback, and strategic recommendations internally to improve customer experience, retention, and operational efficiency.
• Act as a customer advocate internally and help strengthen cross-functional alignment across the organization.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, Technical Account Management, Customer Support, Professional Services, or another customer-facing role within the software, SaaS, or cybersecurity industry.
• Strong customer relationship management, communication, and stakeholder engagement skills.
• Experience managing enterprise or mid-market customer relationships in a fast-paced technology environment.
• Ability to understand customer business objectives and align technical and operational outcomes to customer value.
• Excellent verbal and written communication skills in English.
• Strong organizational, prioritization, and multitasking abilities.
• Self-driven, proactive mindset with the ability to work independently and collaboratively across multiple teams.
• Comfortable managing multiple customer engagements and priorities simultaneously.
• Ability to navigate customer escalations and coordinate cross-functional resolution efforts effectively.
• Higher education degree or equivalent professional experience.

What can give you the edge

• Previous experience working in cybersecurity, endpoint security, MDR/XDR, SaaS, enterprise software, cloud, or IT infrastructure environments.
• Experience in Technical Customer Success, Security Account Management, Technical Account Management (TAM), Solutions Engineering, or similar customer-facing technical roles.
• Technical understanding of cybersecurity concepts, enterprise IT infrastructure, endpoint protection, integrations, APIs, SIEM/SOAR workflows, cloud technologies, or security operations processes.
• Familiarity with Managed Detection and Response (MDR), SOC operations, incident management processes, or security escalation workflows.
• Experience working with Customer Success and CRM platforms such as ChurnZero, or similar customer engagement and lifecycle management tools.
• Experience working cross-functionally with Support, Engineering, Product Management, Professional Services, or Security Operations teams.
• Experience delivering customer presentations, QBRs/EBRs, adoption reviews, or executive-level business discussions.