Manager, Customer Success, Swooped, US

About Our Client

Our client is on a mission to help organizations find, fix, and verify exploitable attack paths - before attackers can. As the impact scales with global enterprises and managed service providers, the company is looking for a mission-driven, people-first Manager of Customer Success to lead and grow a high-performing team of CSMs supporting enterprise, federal, and MSSP customers.

This is a people leadership role first and foremost. The successful candidate will serve as a coach, strategist, and operator, driving performance across the team while directly influencing customer outcomes. This role will ensure customers realize value from NodeZero, champion their success internally, and help define what world-class customer success looks like for the organization.

Key Responsibilities

• Lead & Develop the Team: Coach and mentor a team of Customer Success Managers across enterprise, scale, and MSSP segments. Foster a culture of ownership, accountability, and continuous improvement.

• Drive Adoption & Value Realization: Ensure customers operationalize NodeZero across their environments and workflows, driving measurable improvements in security posture and outcomes.

• Own Strategic Customer Relationships: Engage directly with executive stakeholders (e.g., CISOs, security leadership) especially within Fortune 500 and strategic partners to align on goals, roadmap, and long-term value.

• Enable Expansion & Retention: Guide the team to identify and drive expansion opportunities while mitigating risk, improving health scores, and securing renewals.

• Collaborate Cross-Functionally: Work closely with Sales, Channel, Product, and Support teams to orchestrate seamless onboarding, resolve blockers, and advocate for customer needs.

• Build Operational Rigor: Own processes and reporting in Gainsight and Salesforce to monitor KPIs, track team performance, and scale consistent success delivery across the lifecycle.

• Develop Playbooks & Processes: Create repeatable success plans, onboarding journeys, QBR templates, and enablement resources that improve efficiency and outcomes.

• Voice of Customer Champion: Aggregate structured feedback to inform product and go-to-market strategy. Help shape the roadmap and GTM narratives with customer proof points.

Required Qualifications

• 7+ years of experience in Customer Success, Account Management, or related post-sales roles in cybersecurity or B2B SaaS
• 2–3+ years of direct people management experience, with a track record of hiring, coaching, and leading CSMs to strong outcomes
• Proven success meeting or exceeding goals tied to Net Revenue Retention (NRR), Gross Dollar Retention (GDR), and expansion
• Experience managing strategic customers (Fortune 500), with executive-level relationship management and negotiation skills
• Deep understanding of security operations and/or MSSP business models (e.g., red teaming, vulnerability management, SOC workflows)
• Confident working with technical products and customers - able to translate customer needs into product feedback or tailored success plans
• Strong communicator and storyteller with excellent presentation skills and executive presence
• Comfortable navigating ambiguity and building post-sales programs in a fast-paced, high-growth environment
• Proficient in Gainsight, Salesforce, JIRA, and Confluence
• Bachelor’s degree required

Preferred Qualifications

• Advanced degree or MBA is a plus

Additional Information

• This is a fully remote position, but successful execution of the job may require up to 30% of travel.

Why Join the Team

• Competitive Compensation: The organization offers a highly competitive salary and benefits package.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities.
• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work.
• Inclusive and Diverse Team: The organization values diversity and promotes an inclusive culture where everyone can thrive.

Compensation Disclosure

• Salary range: $160,000 - $215,000 annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.
• Additional compensation: Equity options, and other benefits which will be discussed during the interview process.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”