Customer Success Manager (Associate)

### **About Cyble:**

Cyble is revolutionizing the landscape of cybersecurity intelligence. Founded in 2019, Cyble began as a visionary college project and has quickly transformed into a leading force in proactive cyber threat detection and mitigation, that is now globally significant, with people in 20 countries - Headquartered in Alpharetta, Georgia, and with offices in Australia, Malaysia, Singapore, Dubai, Saudi Arabia and India

Our mission is clear: to provide visibility, intelligence and cybersecurity protection using cutting-edge advanced technology, giving enterprises a powerful advantage. We democratize real-time intelligence about cyber threats and vulnerabilities, enabling organizations to take proactive measures and maintain robust cybersecurity. We strive to make the digital world a safer place for everyone.

At Cyble, artificial intelligence (AI) and innovation are central to all operations, with a commitment to continuous improvement and excellence in both products and business practices. Cyble values inclusivity, offering team members autonomy and flexibility to balance their professional and personal lives. Cyble fosters a culture where employees voices are heard, contributions are recognized, and everyone is encouraged to be part of something extraordinary. To learn more about Cyble, visit [**www.cyble.com**](http://www.cyble.com).

### **About the Role:**

We are looking for a dynamic and tech-savvy Customer Success Manager (CSM) with a strong understanding of Threat Intelligence (TI) and cybersecurity domains. The ideal candidate will act as the trusted advisor to customers — ensuring value realization, solving technical challenges with a solution-engineer mindset, and driving account growth through upsell and cross-sell opportunities.

This role is a perfect blend of relationship management, technical depth, and business acumen.

### **What You’ll Do at Cyble:**

**Customer Success & Retention:**

* Act as the primary point of contact for enterprise TI customers, ensuring smooth onboarding, adoption, and ongoing success. * Translate customer goals into measurable outcomes through platform utilization and operational workflows. * Monitor customer health scores and proactively engage at-risk accounts to prevent churn. * Conduct weekly/monthly cadence, periodic business reviews (QBRs) highlighting ROI, performance metrics, and roadmap alignment with the managed services clients

**Technical & Solution Engineering Ownership:**

* Understand customers’ threat intelligence and security stack, identify integration points, and help them operationalize Cyble’s Threat intelligence (TI) capabilities. * Serve as the technical bridge between the customer, product, and engineering teams to ensure issue resolution and feature feedback. * Create customized use cases, workflows, and dashboards that align to customer-specific security needs (e.g., brand protection, phishing, or ransomware monitoring). * Conduct product demos, feature enablement sessions, and train security teams to leverage full platform capability.

**Upsell, Cross-sell & Growth:**

* Identify opportunities to expand usage within existing accounts through additional modules, licenses, or services. * Collaborate closely with Sales and Product Marketing to design strategic growth plans for key accounts. * Own the renewal process end-to-end with a target of net revenue retention above 100%. * Track and report upsell pipelines, customer satisfaction, and product adoption metrics.

**Cross-functional Collaboration:**

* Partner with Product Management to share customer insights, feature requests, and pain points. * Collaborate with Threat Research, Engineering, and Support teams to ensure seamless customer experience. * Represent the customer voice internally and contribute to product roadmap discussions.

### **What You’ll Need:**

**Must-Have:**

* 5+ years of experience in Customer Success, Technical Account Management, or Solution Engineering within the Cyber Threat Intelligence / Security SaaS domain. * Strong understanding of CTI (TTPs, IOCs, malware analysis, dark web, vulnerability intelligence, etc.) or cybersecurity concepts * Should have experience managing at least 15 clients simultaneously, with exposure to different geographies. * Proven record of upselling/cross-selling within enterprise accounts. * Excellent communication and presentation skills — ability to simplify complex technical problems. * Experience using CRM and CS tools (HubSpot, Gainsight, Salesforce, JIRA, etc.)

**Good to Have:**

* Certifications such as CISSP, CEH, OSINT Analyst, or CTIA. * Prior experience with platforms like Threat intelligence tools and AI workflow, Cyble Vision, or similar. * Strong analytical mindset with the ability to map data insights to business outcomes.

**Personality & Cultural Fit:**

* Problem-solver – naturally curious, customer-obsessed, and solution-oriented. * Growth mindset – driven by measurable impact, continuous learning, and innovation. * Collaborative communicator – thrives in a fast-paced, cross-functional setup.