Customer Success Manager (Hybrid)

Herndon, VA
Full Time
Account Management
Mid Level

ISI Enterprises is seeking a dedicated and organized Customer Success Manager (CSM) passionate about cybersecurity and customer success. This role is crucial in building and maintaining strong, long-term relationships with clients, ensuring high satisfaction, and delivering exceptional support. The CSM will serve as the primary point of contact for a portfolio of clients, acting as a trusted advisor and advocate for their success.
  

Duties/Responsibilities
 

  • Act as the main point of contact, fostering long-term relationships and client satisfaction.
  • Proactively work to minimize churn by understanding client goals, challenges, and future needs.
  • Conduct regular check-ins, ensuring timely and successful solution delivery.
  • Provide feedback to internal teams, collaborating cross-functionally to enhance client care.
  • Track and analyze account metrics to continually improve client processes and experiences.
  • Maintain expertise in CMMC, cybersecurity, managed services, and industry tools. 
  • Conduct email, phone, online presentations, screen-share and in person meetings with all assigned clients
  • Liaise between the client point of contact and internal teams to ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Anticipate client needs and drive continuous improvement by positioning new solutions, ensuring MSP services support client growth and efficiency.
  • Build trust-based relationships with clients, translating MSP solutions into clear business value and aligning services with client goals through regular business reviews.
  • Provide regular reporting to management on client satisfaction, retention, and growth

Qualifications

  • 2-3 years in a customer success or similar client-facing role, preferably within a high-growth, fast-paced environment.
  • Proficient in use of Office 365 Suite
  • Proven skills in managing customer relationships, solving client issues, and collaborating across departments.
  • Ability to handle complex situations, balance risks, and maintain a high level of professionalism.
  • Passionate about cybersecurity and committed to driving client satisfaction and internal improvements.
  • Demonstrated teamwork and collaboration skills, in leading or contributing to global and multi-functional teams
  • Strong analytical/problem solving skills and cross functional knowledge across multiple IT operational and security disciplines
  • Ability to communicate technical concepts to a broad range of technical and non-technical staff
  • Collaborate with the sales team to identify upsell and cross-sell opportunities

Preferred Qualifications

  • Work experience in an MSP or MSSP environment
  • Experience with the NIST CSF, NIST 800-171, and CMMC 2.0 lvl 1-3
  • Experience with Asset Management tools and strategies

What we offer

  • The salary range for this role is $65,000-$75,000
  • Opportunity for Hybrid work
  • A competitive salary and benefits package
  • A casual, friendly, and relaxed work environment
  • Professional growth encouragement and support

Industrial Security Integrators, LLC (“IsI”) is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.

IsI Enterprises does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless IsI has an active agreement in place with the recruiter and such a request has been made by the IsI hiring team and such candidate was submitted to the IsI hiring team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to IsI in violation of this policy may be used by IsI without obligation to pay any fees of any kind to the recruiter.

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