Customer Support Specialist

Responsibilities

• Manage a portfolio of customers through onboarding, adoption, and ongoing growth
• Develop success plans aligned with customer goals and ensure consistent value delivery
• Drive product integration and implementation with clear customer alignment
• Serve as the technical point of contact, providing ongoing guidance on security use cases and compliance workflows
• Conduct data-driven reviews to surface risks, product insights, and recommendations
• Proactively monitor account health and identify opportunities to deepen engagement
• Collaborate closely with Product, Engineering, and Support to address challenges and drive outcomes
• Present roadmap updates and best practices to customer teams and executives
• Champion customer advocacy through case studies, referrals, and product feedback

Requirements

• 2+ years in a customer-facing role in a SaaS, cybersecurity, or compliance-focused environment
• Strong technical understanding of web technologies including HTTP, DNS, JavaScript, and browser behavior
• Proven success managing customer relationships and driving satisfaction and growth
• Excellent communication skills with the ability to simplify complex technical concepts
• Comfortable working with both technical and non-technical stakeholders
• Experience working with internal cross-functional teams including Product, Development, and Support
• Experience using tools like HubSpot and JIRA is an advantage
• Fluent English, written and spoken, is required
• Advantage: Background in cybersecurity or experience working with security and compliance teams, Familiarity with PCI DSS or other regulatory frameworks, Understanding of customer health scoring, usage metrics, or engagement playbooks