Customer Success Manager (CSM)

About the role

As a Customer Success Manager (CSM), you will embed yourself with assigned customers to provide understanding, relationships, support, and solutions resulting in Analyst1 being an essential part of how customers execute their security mission. Additionally, you will be our company’s expert in our platform, advising & leading many operational user communities to achieve each group's unique goals

You will spend your days working closely with customers to ensure they are effectively using Analyst1 to proactively defend their environment, specifically adopting strategies and workflows to improve defensive capabilities and efficiencies. 

What you’ll do 

• Gain a complete understanding of Analyst1’s role in ideal and current customer operations. 
• Work with customers to ensure they are leveraging the product and achieving success.  
• Deriving and disseminating best practices that help drive customer adoption of Analyst1.  
• Take responsibility for a customer’s adoption, renewal, and expansion of software’s use and licenses sold.  
• Understand the daily workings of small to large cyber teams (and the organizational complexities of many teams using Analyst1 together).  
• Provide strategies for adoption and training of end users to ensure retention.  
• Develop support documentation, including training and user guides.  
• Provide product feedback to product team based on customer experiences. 
• Lead cadences, quarterly baseline reviews, and other customer facing adoption and health evaluation events.  

 What you’ll bring 

• Experience with cyber intelligence, cyber automation, or cyber defense roles & industry.  
• Enterprise experience with larger high value accounts vs high volume accounts.
• Strong technical background and ability to speak to engineers and end users as a former “person in the chair” in one or more cyber analyst rules, such as CTI, SOC, Threat Hu, VM, or others.  
• Strong troubleshooting, presentation, and consultative skills.  
• Comfortable speaking technically with analysts and strategically with senior executives.  
• Strong verbal and written communication skills, including communicating directly with clients.  
• BA/BS or equivalent combination of education and experience. 

Bonus if you have  

• Experience producing or using cyber threat intelligence. 
• Experience working with ITSM/ticketing solutions.  
• Experience supporting SOC operations.  
• Experience working with and/or configuring SIEM/Log Manager tools (e.g. Splunk, ELK, Exabeam, Devo).  
• Experience authoring signatures (aka rules/alerts) to aid in malicious activity detection (including but not limited to SNORT, YARA, SURICATA).
• Experience illustrating malicious activity trends based on triaged/vetted malicious network activity.  
• Background as government civilian or contractor.  
• Current or past DHS suitability or DoD clearance or are eligible for Security Clearance. 

The US base salary range for this full-time position is $125k - $150k + Commission (on target earnings based on customer ARR retained).  

Analyst1 salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, location and relevant education or training. 

This position does not provide sponsorship.