Customer Success Manager

📋 Description

• • Own a dynamic portfolio of 25-40 enterprise customers across EMEA and beyond, acting as their single point of accountability for adoption, retention, and expansion of the Binalyze digital forensics and incident response platform.
• • Drive Gross Revenue Retention (GDR) above 90 % and Net Revenue Retention (NRR) above 110 % by crafting data-backed success plans that translate customer security objectives into measurable product usage and business outcomes.
• • Lead end-to-end onboarding within the first 30-60 days, cutting customers’ time-to-value by coordinating technical enablement sessions, custom training, and integration workshops with Solutions Engineers and Support.
• • Conduct quarterly Executive Business Reviews (EBRs) and monthly health checks, presenting usage analytics, ROI dashboards, and risk-mitigation roadmaps to CISOs, SOC managers, and procurement teams.
• • Identify upsell and cross-sell opportunities—additional sensors, storage packs, or premium modules—by mapping customer maturity journeys and aligning expansion plays with Sales and Channel Partners.
• • Monitor customer health scores, NPS, and churn predictors in Gainsight; trigger playbooks that re-engage dormant accounts, accelerate adoption blockers, or escalate at-risk renewals to leadership.
• • Own renewal negotiations from 90 days out, forecasting accurately in Salesforce, securing multi-year commitments, and protecting against competitive displacement.
• • Act as the Voice of the Customer conduit, translating field insights into Jira epics that shape roadmap priorities for Detection, Triage, and Timeline capabilities.
• • Champion an AI-first mindset: design low-code workflows in Zapier, Airtable, or Make that auto-provision sandbox environments, auto-schedule QBRs, and surface expansion signals via GPT-powered sentiment analysis.
• • Collaborate with Sales, Product, and Threat-Intel teams to deliver joint webinars, threat-hunting workshops, and purple-team exercises that deepen technical adoption and create brand advocates.
• • Mentor junior CSMs and share automation blueprints in weekly CERT (Customer Experience, Readiness & Training) guild sessions, cultivating a culture of continuous experimentation and shared learning.
• • Thrive in a remote-first environment, managing EMEA and US time zones with disciplined async communication, ensuring every customer interaction feels local, timely, and empathetic.