Manager of Customer Success

About ThreatDown

ThreatDown, the corporate business unit of Malwarebytes, is redefining cybersecurity for growing businesses with solutions that stop ransomware, malware, phishing, and AI-powered attacks. Our platform is trusted, intuitive, and built for lean IT teams that need speed without complexity. At ThreatDown, you’ll join a team driven by innovation, resilience, and a passion for empowering businesses to thrive securely.

What You Will Do:

• Lead, develop, and inspire a team focused on post-sale success across our strategic and channel accounts.
• Align team efforts with broader business goals by driving strategic planning, account coverage models, and scalable engagement strategies.
• Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement.
• Champion outcome-based success strategies that align our platform capabilities with each customer's security goals, KPIs, and business objectives.
• Oversee strategic account planning and ensure the team builds executive relationships that influence renewals, expansions, and advocacy.
• Monitor customer health signals and proactively implement programs that mitigate risk and enhance retention.
• Serve as a senior escalation leader for high-impact customer issues, collaborating closely with Support, Product, and Engineering to ensure swift and transparent resolution.
• Build repeatable frameworks for handling technical escalations, improving internal coordination, and enhancing the customer experience during critical moments.
• Influence internal roadmaps and prioritization by communicating real-time customer needs and technical challenges back to product teams.
• Define and track success metrics across engagement, adoption, and renewal—using insights to refine team processes and forecast capacity.
• Contribute to long-range CS planning, including team resourcing, org structure, and customer coverage optimization.
• Serve as the voice of the customer internally—bringing feedback to Product, Engineering, and other teams.

Skills You'll Need to Have:

• Tampa Bay based, 1-2 days in office
• 2+ years of experience managing high-performing technical success or account teams; 5+ years in customer-success role in the cybersecurity industry.
• A strategic mindset with the ability to connect technical engagement with business outcomes.
• Deep understanding of cybersecurity principles (EDR, XDR, MDR, endpoint security, SIEM, etc.).
• Demonstrated success managing escalations and driving cross-functional collaboration.
• Experience with tools like Salesforce, Gainsight, Jira, and Zendesk.
• Data-driven, proactive, and comfortable navigating ambiguity in a high-growth environment.

Nice to Have

• Experience building or scaling a Customer Success function.
• Background working with MSPs or channel partners.
• Security certifications (e.g., CISSP, Security+, SANS).
• Experience supporting global or distributed teams.

Legal Language:

(US Employees Only)
Applicants have rights under the Federal Employment Laws:
This is to affirm our policy of providing equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws and regulations.
Our company will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status regarding public assistance. We will ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, upgrading, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible.

Benefits & Perks:

• Comprehensive medical, dental, and vision insurance coverage
• Employee Referral Bonus Program
• Wellness programs
• 401k and employer matching for (US Employees)
• Comprehensive Time Off policy
• An opportunity to do something great for yourself and the world!