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Customer Success Manager - Boston Massachusetts
Company: Securew2
Location: Boston, Massachusetts
Posted On: 05/10/2025
About SecureW2SecureW2 is a fast-growing provider of cloud-based network security solutions, helping organizations seamlessly deploy certificate-based authentication, PKI, and identity security. Our solutions enable enterprises, universities, and government organizations to eliminate passwords, strengthen security, and streamline network access.About the RoleWe are looking for a high-impact Customer Success Manager (CSM) who thrives in a growth-stage environment, where agility, adaptability, and a proactive approach are key to success.This is a strategic CSM role, responsible for driving implementation, adoption, renewals, and revenue expansion across a portfolio of SecureW2 customers. The ideal candidate is a technical, business-savvy, and revenue-oriented CSM who is comfortable wearing multiple hats, including acting as a trusted technical advisor, expansion advocate, and executive-level relationship manager.You'll own the entire customer journey, from technical onboarding and deployment to expansion and renewal, ensuring customers maximize value while identifying growth opportunities.Key ResponsibilitiesCustomer Ownership & Growth - Own the full customer lifecycle, ensuring a smooth transition from technical onboarding to renewal and expansion.
- Drive revenue expansion by identifying and influencing upsell and cross-sell opportunities.
- Serve as a strategic partner to IT leaders, aligning our solutions to their evolving security needs.
- Proactively identify risk signals and take preemptive action to prevent churn.Growth-Stage Mindset, Technical and Commercial Acumen
- Thrive in an ambiguous, high-growth setting, balancing structure with the ability to build processes from scratch.
- Be resourceful and self-sufficient, leveraging cross-functional teams to solve customer challenges without relying solely on pre-defined playbooks.
- Become a technical power user in SecureW2's offerings.
- Confidently present complex security concepts to both technical and non-technical audiences, from IT admins to the C-suite.
- Track customer health and expansion opportunities using an evolving CS tech stack (Salesforce, Monday, Outreach etc).
- Develop and refine customer playbooks to ensure faster adoption and greater lifetime value.
- Use data to drive decisions, tracking key renewal and expansion metrics to continuously improve customer engagement.Qualifications & Skills
- 4+ years of experience in Customer Success Management within cybersecurity, identity and access management (IAM), endpoint and network security, cloud security, IT and security operations, or related technology sectors.
- Experience in a high-growth company where agility, adaptability, and self-sufficiency are key.
- Revenue expansion mindset - experience identifying and driving upsell/cross-sell opportunities.
- Executive communication skills - ability to present to and influence CIOs, IT Directors, and Security Engineers.
- Technical aptitude - ability to quickly learn, explain, and apply network security and authentication concepts.
- Project management & organization - ability to manage multiple technical initiatives simultaneously.
- Strong problem-solving mindset - ability to think critically and act decisively in a dynamic environment.Extra Points For
- Experience in network security, identity management or PKI.
- Prior experience in an expansion-focused CSM role.Why Join SecureW2?
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