Customer Success Manager

2 days ago

Makati City, National Capital Region, Philippines Netrust Philippines Corporation Full time ₱1,500,000 - ₱2,500,000 per year

Job Qualifications:

  • College Graduate
  • Minimum of 10 years' experience in customer success, technical support, or account management in cybersecurity.
  • At least 2 years in managerial role
  • Project management skill is required for this role
  • Preferably with business acumen

Technical Skills:

  • Strong understanding of data security and privacy principles, standards, and regulations.
  • Familiarity with data protection mechanisms such as encryption, tokenization, and access controls.
  • Experience with cybersecurity tools and technologies (e.g., DLP, IAM, encryption solutions).
  • Knowledge of privacy regulations and frameworks (e.g., GDPR, CCPA, NIST Privacy Framework).

Soft Skills:

  • Excellent analytical and problem-solving abilities with strong attention to detail.
  • Exceptional verbal and written communication skills.
  • Ability to work collaboratively with cross-functional teams and stakeholders.

Certifications related to Cybersecurity (Preferred but not required)

Key Responsibilities:

  • Design and implement customer success strategies to enhance satisfaction and retention.
  • Identify and pursue opportunities for customer growth and account expansion.
  • Lead initiatives to improve customer retention and drive upselling efforts.
  • Ensure customers realize value through effective product adoption and utilization.
  • Analyze customer data and feedback to continuously improve customer experience.
  • Communicate proactively with customers to understand their needs, challenges, and goals.
  • Build and maintain strong relationships with internal teams, customers, and external vendors.
  • Optimize client onboarding processes to ensure smooth and engaging experience.
  • Evaluate and enhance tutorials, documentation, and communication channels.
  • Act as a liaison between customers and internal teams to resolve issues and align expectations.
  • Address customer inquiries and complaints with professionalism and diplomacy.
  • Collaborate with cross-functional teams to ensure customer success across all touchpoints.
  • Develop deep expertise in product features, use cases, benefits, and licensing models.
  • Clearly articulate the value proposition of cybersecurity products and services.

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