Customer Success Manager – Client Growth & Engagement

RSI Security is seeking a proactive, relationship-driven Customer Success Manager to join their Delivery organization. This role involves serving as a strategic bridge between client delivery, engagement, and expansion opportunities, ensuring clients remain engaged and supported throughout their lifecycle.

Responsibilities:

• Serve as the primary relationship contact for assigned client accounts throughout the engagement lifecycle
• Build and maintain strong working relationships with client stakeholders, including operational, technical, compliance, and executive contacts
• Monitor client engagement, communication cadence, and overall account health
• Maintain deep awareness of client goals, challenges, timelines, and evolving business needs
• Track client activity, milestones, and engagement trends across active accounts
• Proactively schedule and coordinate strategic client meetings, business reviews (QBRs), roadmap discussions, and follow-up conversations
• Partner with Sales, Customer Success, and Delivery teams to identify expansion, renewal, and cross-sell opportunities
• Facilitate consultative conversations related to additional services, framework expansion, renewals, and long-term engagement planning
• Ensure all identified opportunities are documented and routed appropriately within internal CRM workflows
• Maintain accurate account notes, stakeholder information, meeting records, and follow-up actions within internal systems (e.g., HubSpot, Monday.com)
• Coordinate internally with Project Managers, Delivery Leads, Consultants, and Leadership to ensure total alignment on account activity
• Assist with onboarding transitions, engagement tracking, escalation coordination, and client follow-through
• Monitor key indicators of client satisfaction, engagement risks, communication gaps, and potential retention concerns
• Coordinate internal follow-up efforts when client responsiveness or project momentum declines
• Support client retention initiatives through proactive, empathetic communication

Requirements:

• Prior experience operating in a fast-paced professional services, SaaS, or cybersecurity/compliance consulting environment
• Comfort managing executive-level client relationships and coordinating cross-functional communication
• Experience supporting business growth conversations in a consultative, non-aggressive manner
• High attention to detail with experience utilizing CRMs and project management tools (e.g., HubSpot, Monday.com, Salesforce)
• Exceptional proactive communication skills, high emotional intelligence (EQ), and active listening skills
• Comfortable utilizing AI and automation tools to enhance team performance and efficiency