Manager of Client Success

Join BlueVoyant, a leading cybersecurity company, as the Manager of Client Success. In this fully remote role, you will lead a team of 5-10 Client Success Managers, driving customer retention, satisfaction, and expansion across your portfolio. You will directly influence key metrics such as Net Revenue Retention (NRR) and Gross Retention Rate (GRR), while fostering cross-functional collaboration to ensure customers achieve maximum value from BlueVoyant's platform and solutions.

• Lead, mentor, and grow a high-performing team of Client Success Managers, conducting regular performance reviews and training.
• Develop and execute territory-specific strategies for customer adoption and retention, directly managing a portfolio of customer accounts.
• Monitor customer health metrics and proactively report and address portfolio risk, ensuring a consistent customer operating rhythm across the team.

• Extensive experience managing large, complex accounts with multiple lines of business and stakeholders
• Experience hiring, onboarding, coaching, and managing the performance of individual contributors
• Ability to identify the buying landscape within customer environments and maintain relationships with critical decision-makers
• Comfort using CRM and customer health data (e.g., Salesforce) to drive decisions and report on portfolio performance
• Superior organizational skills and the ability to adapt to quickly evolving environments
• Proven track record of owning renewal and retention outcomes and accurately forecasting revenue and attrition
• 8+ years of experience across client services, IT, and cybersecurity, including 2+ years leading or mentoring Customer Success or account management teams
• A high degree of autonomy and sound judgment
• Ability to define, create, and execute service improvement plans across a portfolio
• Excellent written and verbal communication skills, including executive-level presentations to customers and internal leadership
• Experience with, or certifications in, Microsoft Security tooling
• Ability to create, adhere to, and influence standard organizational systems and processes, driving efficiencies across Client Success
• Bachelor’s degree in a related field or equivalent professional experience
• Microsoft Security certifications (e.g., SC-900, SC-200, Microsoft 365 Certified: Security Administrator Associate)
• Experience in a cybersecurity SaaS or managed security services (MSSP/MDR) environment
• Experience scaling Customer Success processes across multiple territories or regions