Customer Success Manager

Come join Deepwatch’s team of world-class cybersecurity professionals and the brightest minds in the industry. If you're ready to challenge yourself with work that matters, we’re redefining cybersecurity as one of the fastest growing companies in the U.S.

About Deepwatch

Deepwatch is the leader in managed security services, protecting organizations from cyber threats 24/7/365. Powered by a cloud-based security operations platform, Deepwatch provides fast, comprehensive detection and automated response to threats, along with tailored guidance from dedicated experts to mitigate risk and improve security posture. Hundreds of organizations—from Fortune 100 to mid-sized enterprises—trust Deepwatch to protect their business.

Our core values drive everything we do, including our approach to tackling tough cyber challenges. We seek tenacious individuals who are passionate about solving complex problems and protecting customers. Every decision, process, and hire is made with a focus on improving cybersecurity solutions and delivering an exceptional customer experience. By embracing these values, we create a culture of excellence that empowers team members to explore their potential, expand their skill sets, and achieve career aspirations—supported by our unique annual professional development benefit.

Deepwatch has earned recognition including:

• 2025, 2024, 2023, 2022, and 2021 Great Place to Work® Certified
• 2024 Military Times Best for Vets Employers
• 2024 U.S. Department of Labor Hire Vets Gold Award
• 2024 Forbes' America's Best Startup Employers
• 2024 Cyber Defense Magazine Global Infosec Awards
• 2023 and 2022 Fortress Cybersecurity Award
• 2023 $180M Series C investment from Springcoast Capital Partners, Splunk Ventures, and Vista Credit Partners
• 2022 Cybersecurity Excellence Award for MDR

About the Role

As a Customer Success Manager (CSM) at Deepwatch, you will be the primary point of contact for customers, guiding them through their journey with us. You will work cross-functionally with sales, technical operations, and support teams to ensure customer success, retention, and satisfaction. In this customer-facing role, you will take a consultative approach to understanding each customer's unique needs, advocate for them internally, and help deliver value that drives positive business outcomes.

You will also play a key role in helping customers maximize their investment in Deepwatch’s managed security services, ensuring they fully leverage our platform and solutions to meet their security goals. If you're a problem solver, strategic thinker, and relationship builder, this is an opportunity to make a direct impact on customer satisfaction and business growth.

Responsibilities

• Customer Engagement & Relationship Building:
  • Serve as the main point of contact for assigned customers, ensuring a seamless and evolving relationship as their business needs change.
  • Understand each customer’s organizational structure, goals, and initiatives, leveraging this knowledge to drive results and foster long-term success.
  • Act as the trusted advisor, providing proactive guidance and ensuring customers are continuously engaged with Deepwatch’s services.
• Cross-Functional Collaboration:
  • Collaborate with internal teams (sales, technical, support, and product) to ensure smooth onboarding, timely issue resolution, and alignment with customer expectations.
  • Coordinate resources across departments to ensure all customer needs are addressed and deliverables are met on time.
• Customer Health & Business Outcomes:
  • Monitor customer health and satisfaction, using data and metrics to identify areas of improvement and ensure customers achieve their desired business outcomes with Deepwatch’s solutions.
  • Capture client reporting needs and work with internal teams to gather and present meaningful metrics that demonstrate the ROI and success of Deepwatch’s services.
• Renewals & Expansion:
  • Work cross-functionally to achieve contract renewals, upsell, and cross-sell opportunities, identifying additional value Deepwatch can provide based on customer needs.
  • Ensure customers are fully informed of new features and capabilities, proactively identifying opportunities to expand services.
• Executive & Stakeholder Communication:
  • Prepare and deliver strategic business reviews and presentations to senior executives, showcasing progress, value delivered, and future opportunities.
  • Tailor communication to different audiences, ranging from C-suite executives to technical teams, ensuring clarity and alignment across all levels.
• Escalation & Issue Resolution:
  • Manage and resolve customer escalations, working with internal teams to conduct root cause analysis (RCA) and create action plans for resolution.
  • Serve as the escalation point for customer issues, ensuring timely responses and effective solutions.
• Project Management & Roadmap Execution:
  • Develop and manage detailed project schedules that include timelines, milestones, and deliverables.
  • Define roles and responsibilities, ensuring all internal and external team members are aligned on customer expectations and responsibilities.

Requirements

• Experience:
  • 3+ years of experience in customer success, account management, or a related role, ideally in cybersecurity, SaaS, or technology services.
  • Proven track record of managing complex customer relationships and delivering technology-based services that drive business outcomes.
• Technical Acumen:
  • Strong understanding of the cybersecurity landscape, including threat detection, SIEM (Security Information and Event Management), EDR (Endpoint Detection and Response), and MDR (Managed Detection and Response) solutions.
  • Ability to communicate technical concepts to both technical and non-technical stakeholders.
• Communication & Presentation Skills:
  • Exceptional verbal and written communication skills, with the ability to craft clear, concise, and impactful messaging for diverse audiences.
  • Experience presenting to and influencing senior-level executives and stakeholders.
• Problem-Solving & Critical Thinking:
  • Strong problem-solving skills, with the ability to address complex challenges and identify creative solutions in a fast-paced environment.
  • Demonstrated ability to think critically and manage customer relationships with a focus on long-term value.
• Customer-Focused:
  • A customer-first mentality with the ability to build and maintain strong, trusted relationships.
  • High emotional intelligence and the ability to navigate challenging conversations and difficult situations with grace.
• Project Management:
  • Strong organizational skills and the ability to manage multiple projects and priorities simultaneously.
  • Experience using project management tools and techniques to track progress and ensure timely execution of customer initiatives.
• Adaptability & Agility:
  • Ability to thrive in a fast-paced, ever-changing environment.
  • Strong desire to learn and grow, with a willingness to deepen your technical knowledge of cybersecurity and related technologies.
• Education:
  • Bachelor’s degree in Information Technology, Cybersecurity, Business, or a related field, or equivalent work experience.
• Travel:
  • Ability to travel 16-25% of the time.

Preferred Skills

• Experience in managed security services (MSSPs), cybersecurity, or related technical fields.
• Familiarity with security operations platforms, SIEMs, and threat management solutions.
• Experience with CRM tools, customer success platforms (e.g., ServiceNow, Salesforce), and reporting dashboards.

Pay

The anticipated salary range for this role is $95,000–$118,700 per annum, plus commission, stock options, and benefits. This role features an 80/20 base/commission split with an anticipated OTE of $120,000–$145,000+ per annum. Actual compensation may vary based on geographic location, work experience, education, and skill level.

Benefits

• Medical, dental, vision, and disability insurance
• Flexible Time Off (FTO), 12 company holidays, sick leave, and 8 weeks of paid parental leave
• Unique professional development benefits with annual “development dollars” to support growth
• Wellness contests and monthly educational programs
• 401(k) retirement program

ITAR Compliance: This position is subject to International Traffic in Arms Regulations (ITAR). Candidates must confirm they are a U.S. Person (citizen, lawful permanent resident, refugee, or asylee) upon application.