Customer Success Manager

BullWall is a data-layer security operations platform trusted by over 750 organizations across various sectors, including government and healthcare. They are seeking a Customer Success Manager to own the full customer lifecycle, ensuring timely onboarding, managing renewals, and identifying expansion opportunities for their North American customer base.

Responsibilities:

• Onboarding and time-to-value: Lead structured onboarding for new customers, driving activation of detection analytics, the response pipeline, and key integrations. Mid-market customers need to be operational fast; you own the plan, the milestones, and the timeline. Time-to-first-value is a metric you track and manage actively
• Renewal management: Manage the full renewal cycle across your customer base: early identification of risk, stakeholder alignment, commercial negotiation, and on-time close. Renewal attainment is a primary metric for this role. You run a clean pipeline in HubSpot and nothing catches you by surprise at 30 days out
• Customer health and retention: Monitor health signals across your accounts, intervene early when adoption gaps or satisfaction risks appear, and build the kind of relationship where customers renew because the platform is working, not because switching is hard. QBRs, health scores, and product usage data are your instruments
• Upsell and migration: Identify and progress expansion opportunities across your book, including migrations from legacy platform to new versions. You know which customers are underutilizing the platform, which are ready to expand coverage, and which need a conversation about what the next version makes possible. You work with Sales to co-sell or hand off where the opportunity size warrants it
• Compliance and regulatory positioning: Help customers connect BullWall’s compliance evidence layer to their HIPAA, CMMC, CISA, or cyber insurance obligations. In regulated industries, this is increasingly a retention and expansion lever, not just a technical feature. Your ability to speak to it in business terms is a differentiator at renewal time

Requirements:

• Three or more years in customer success, renewals, or account management in a B2B SaaS environment
• Demonstrated renewal attainment and experience managing a book of 30 or more accounts simultaneously
• You have owned customer onboarding programs before and know how to drive adoption in organizations that are time-constrained
• You measure time-to-value, use product usage data to identify risk early, and run structured check-ins that feel like help, not overhead
• You are comfortable in a renewal negotiation and can spot an expansion opportunity without waiting for Sales to flag it
• You understand ARR, NRR, and churn, and you use those numbers to prioritize your time and make the case internally for resources
• You can manage the day-to-day relationship with an IT admin, the quarterly check-in with a CISO, and the renewal negotiation with a CFO
• Proficiency in HubSpot for renewal pipeline management, account health tracking, and activity logging
• Experience working with channel partners or MSSPs on the customer journey gives you a meaningful advantage for the role
• Working familiarity with CISA guidance, NIST CSF, HIPAA, or CMMC
• Prior experience in cybersecurity or adjacent B2B SaaS
• A track record managing renewals in government, healthcare, financial services, or critical infrastructure
• Comfort operating in a growth-stage company where the CS playbook is still being built