Customer Success Manager

• Serve as the primary business-facing contact and trusted advisor for assigned strategic customers
• Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams
• Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales
• Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap
• Collaborate with Sales on long-term account strategy and positioning of relevant Upwind capabilities
• Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria
• Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria
• Build strong relationships across executive, security, DevOps, and cloud leadership
• Ensure customers achieve measurable outcomes by operationalizing Upwind within their workflows and expanding usage over time
• Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts

• 3-5+ years in Customer Success, Account Management, or similar client-facing roles in SaaS or cybersecurity
• Strong understanding of cloud security programs, modern security org structures, and value-driven success methodologies
• Exceptional communication, stakeholder management, and executive presentation skills
• Proven track record of driving adoption, managing complex accounts, and leading cross-functional programs
• Comfortable working in fast-paced environments and influencing both customer and internal priorities
• Experience partnering with technical teams (TAMs, SAs, Product) and Sales to support customer outcomes and retention
• Ability to connect technical capabilities to business impact, security outcomes, and ROI

• No benefits, perks, or compensation extras are specified in the posting