Note: The job is a remote job and is open to candidates in USA. NINJIO Cybersecurity Awareness Training provides cybersecurity awareness and managed cybersecurity solutions. The Client Success Manager will manage customer relationships across the lifecycle, drive retention and product adoption, and identify and close cross-sell and upsell opportunities for cybersecurity solutions.
Responsibilities
- Build trusted relationships with customer stakeholders and executive sponsors, serving as a primary advisor throughout the customer lifecycle
- Manage a portfolio of customer accounts following implementation, with a focus on retention, adoption, customer value, and expansion
- Understand customers’ evolving business objectives, cybersecurity priorities, and risk profiles to identify opportunities to strengthen their security posture
- Introduce and recommend relevant Defendify cybersecurity solutions based on customer needs and organizational goals
- Identify, qualify, and close cross-sell and upsell opportunities within the existing NINJIO customer base
- Lead commercial conversations within established pricing guidelines and partner with Account Executives on larger or more strategic expansion opportunities
- Conduct regular customer reviews and monitor account health to proactively address risks and uncover opportunities for greater engagement
- Develop and maintain customer success plans, renewal forecasts, expansion pipelines, and accurate account activity in HubSpot
- Partner cross-functionally with Sales, Support, Marketing, Product, and Sales Engineering to remove obstacles and deliver an exceptional customer experience
- Serve as the voice of the customer by sharing feedback, emerging needs, and trends that can help improve NINJIO’s products and customer experience
- Maintain strong knowledge of NINJIO and Defendify solutions as well as evolving cybersecurity trends and customer challenges
- Drive expansion revenue across your assigned customer portfolio
- Build and maintain a healthy, self-generated expansion pipeline
- Consistently progress and close qualified opportunities
- Maintain disciplined pipeline management and accurate forecasting
- Strengthen customer adoption, engagement, and long-term retention
- Develop trusted relationships with decision-makers and successfully navigate multiple stakeholders within customer organizations
Skills
- 3–7 years of experience in Customer Success, Account Management, Sales, or a similar customer-facing role within a B2B SaaS or technology organization
- Proven success growing existing customer relationships through cross-selling, upselling, account expansion, or consultative selling while maintaining strong customer satisfaction and retention
- Strong consultative selling and relationship-management skills, with the ability to build credibility with both day-to-day stakeholders and executive decision-makers
- Ability to uncover business initiatives, understand cybersecurity maturity and risk, and translate customer needs into relevant solutions
- Strong business acumen, curiosity, and a customer-first approach to commercial conversations
- Excellent communication, presentation, negotiation, and collaboration skills
- Highly organized, accountable, and comfortable managing a sizable portfolio of customer accounts and opportunities
- A coachable, collaborative mindset and desire to continuously develop your cybersecurity and customer success expertise
- Cybersecurity industry experience is strongly preferred
- Experience with cybersecurity solutions such as vulnerability management, phishing protection, endpoint security, managed security services, compliance, or related security technologies is highly preferred
- Experience maintaining accurate CRM records, managing pipeline, and forecasting revenue; HubSpot experience is preferred
Company Overview