Customer Success Manager

Sprocket Security is dedicated to enhancing cybersecurity through its innovative penetration testing platform. The Customer Success Manager will oversee the post-sale relationship with customers, driving product adoption and account health while designing customer success playbooks to ensure a high-quality experience.

Responsibilities:

• Serve as the named point of contact for a book of accounts, guiding each to realize value from our platform
• Set customers up for a strong start and ensure they reach meaningful value early in the relationship
• Ensure customers are enabled to realize value through the Sprocket platform and stay continuously engaged throughout the partnership
• Proactively monitor customer health and usage, track it over time, and surface at-risk and expansion-qualified accounts early
• Be the customer's advocate and primary business contact, keeping them informed with proactive, meaningful communication throughout the engagement
• Plan and run regular business reviews (QBRs) anchored to each customer's goals and progress
• Own the renewal cycle for your book: forecast accurately, run renewals proactively, prioritize multi-year opportunities, and protect net revenue retention. Partner with Sales on pricing and scope as needed
• Identify and pursue upsell opportunities and see them through to close, partnering with Sales
• Build customer referral, reference, and NPS momentum
• Capture feedback and partner with Product and Engineering to prioritize fixes and influence the roadmap
• Create and refine the repeatable customer success playbooks, templates, and CRM workflows that scale the function

Requirements:

• 2+ years in Customer Success, Account Management, Sales Engineering, Implementation, or a comparable post-sales role at a cybersecurity company
• Track record managing a sizable book (50+ accounts) leading technical discussions and owning renewals and expansion targets
• Functional understanding of core Information/Cybersecurity concepts such as: Confidentiality, integrity, availability, and privacy
• Basic risk management principles
• Awareness of industry regulations and frameworks such as PCI-DSS, HIPAA, HITRUST, OWASP, Critical Security Controls, and NIST CSF
• Basic Network+ level knowledge such as: DNS, domain names, host names and subdomains, IP blocks (CIDR notation), RFC 1918 address spaces, and TCP ports/services
• Customer-centric mindset: a genuine drive to ensure customers succeed and to exceed expectations
• Strong communication: explains complex ideas clearly in writing and live, with both practitioners and executives
• Organized project manager: can run many accounts in parallel without dropping the ball
• Process and tooling fluency: comfortable in a CRM (HubSpot a plus) and building scalable, repeatable workflows
• Problem-solver and collaborator who thrives working across Sales, Product, and Engineering
• Familiarity with usage- and health-based expansion plays
• Experience with Customer Success tools and processes such as Gainsight, ChurnZero, NPS scoring
• Experience with AI tools such as Claude to scale efficiencies and manual work