Customer Success Manager (SMB) (Cybersecurity)

TL;DR

Customer Success Manager (SMB) (Cybersecurity): Managing customer relationships and maximizing lifetime value for SMB clients within the Human Risk Management domain with an accent on onboarding, product adoption, and value delivery. Focus on driving product usage, conducting strategic business reviews, and identifying expansion opportunities to reduce human risk.

Location: Must be located in Cape Town, South Africa

Company

Global leader in Human Risk Management providing AI-powered security training and risk intelligence to over 70,000 organizations worldwide.

What you will do

• Build and manage relationships with new SMB customers and executive stakeholders to understand their objectives.
• Develop strategies and plans to achieve customer objectives using a consultative approach.
• Guide customers through the onboarding process, including account configuration and best practice training.
• Monitor customer health metrics, usage, and adoption to ensure ongoing value throughout the subscription term.
• Conduct periodic business and strategic reviews to align with customer goals and industry trends.
• Collaborate with Renewal Specialists and Account Managers to drive renewals and identify upsell opportunities.

Requirements

• Location: Must be based in South Africa (Cape Town).
• English: Professional fluency required (resume must be submitted in English).
• Familiarity with standard concepts, practices, and procedures within the IT Security field.
• Experience with Salesforce or other CRM systems.
• Proficiency with Microsoft Office (Excel, Word) and Google Workspace.
• Strong communication, negotiation, and time management skills.

Nice to have

• Prior experience as a Customer Success Manager.
• General IT experience or exposure.

Culture & Benefits

• Company-wide bonuses based on monthly sales targets.
• Employee referral and certification completion bonuses.
• Tuition and certification reimbursement.
• Adoption assistance.
• Modern, high-tech work environment.