Manager of Customer Success

Malwarebytes•St. Petersburg, FL

8d•Hybrid

About The Position

A Manager of Customer Success to drive customer value realization and lead a high-performing team of technical advisors who sit at the intersection of cybersecurity outcomes, customer advocacy, and business growth. As we expand our CS footprint and continue scaling our product suite, the need for strategic technical leadership has never been greater. This role is more than team management—it’s about evolving how we deliver success, architecting scalable engagement models, and building strong cross-functional partnerships that influence everything from product strategy to customer health. You'll help shape the future of our Customer Success practice. As the Manager of Customer Success, you will oversee a team supporting ThreatDown’s strategic and enterprise customers across the full post-sale lifecycle. You’ll provide guidance, mentorship, and hands-on support to ensure technical engagement excellence, scalable customer success, and efficient escalation handling. You’ll partner cross-functionally to resolve blockers, advocate for customer needs, and continually enhance our customer journey.

Requirements

Tampa Bay based, 1-2 days in office
2+ years of experience managing high-performing technical success or account teams; 5+ years in customer-facing cybersecurity or SaaS roles.
A strategic mindset with the ability to connect technical engagement with business outcomes.
Deep understanding of cybersecurity principles (EDR, XDR, MDR, endpoint security, SIEM, etc.).
Demonstrated success managing escalations and driving cross-functional collaboration.
Experience with tools like Salesforce, Gainsight, Jira, and Zendesk.
Data-driven, proactive, and comfortable navigating ambiguity in a high-growth environment.

Nice To Haves

Experience building or scaling a Customer Success function.
Background working with MSPs or channel partners.
Security certifications (e.g., CISSP, Security+, SANS).
Experience supporting global or distributed teams.

Responsibilities

Lead, develop, and inspire a team focused on post-sale success across our strategic and channel accounts.
Align team efforts with broader business goals by driving strategic planning, account coverage models, and scalable engagement strategies.
Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement.
Champion outcome-based success strategies that align our platform capabilities with each customer’s security goals, KPIs, and business objectives.
Oversee strategic account planning and ensure the team builds executive relationships that influence renewals, expansions, and advocacy.
Monitor customer health signals and proactively implement programs that mitigate risk and enhance retention.
Serve as a senior escalation leader for high-impact customer issues, collaborating closely with Support, Product, and Engineering to ensure swift and transparent resolution.
Build repeatable frameworks for handling technical escalations, improving internal coordination, and enhancing the customer experience during critical moments.
Influence internal roadmaps and prioritization by communicating real-time customer needs and technical challenges back to product teams.
Define and track success metrics across engagement, adoption, and renewal—using insights to refine team processes and forecast capacity.
Contribute to long-range CS planning, including team resourcing, org structure, and customer coverage optimization.
Serve as the voice of the customer internally—bringing feedback to Product, Engineering, and other teams.