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Role Description

As a Customer Success Manager at Resilience, you will join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. We are seeking an equally motivated, customer-centric CSM who’s passionate about ensuring our customers maximize value and achieve their critical cyber risk management outcomes.

This position is full-time and remote-friendly. We have offices located in New York, Chicago, Cincinnati, Baltimore, and San Francisco.

• Proactively manage a portfolio of key accounts to drive adoption, demonstrate ROI, and help customers reduce cyber risk exposure.
• Ensure high-value, measurable outcomes.
• Optimize and scale established Customer Success playbooks and processes (e.g., health scoring, renewal strategy, escalation management) to drive efficiency and support continued high-growth.
• Act as the Voice of the Customer; synthesize feedback and collaborate directly with Product, Engineering, and Sales to drive product enhancements and optimize the overall customer journey.
• Conduct rigorous, data-driven analysis on customer portfolios to prioritize opportunities and mitigate risk of churn; accurately forecast renewal and expansion opportunities.
• Successfully identify and qualify opportunities for upselling/cross-selling, partnering seamlessly with the Sales team to achieve revenue expansion targets.
• Nurture key customer relationships into strong advocates for Resilience, leading to new references and case studies.
• Develop and deliver targeted training and enablement sessions to ensure end-user proficiency and deep platform adoption.

Qualifications

• 6-10 years of progressive experience in a Customer Success or Account Management role within a B2B SaaS environment.
• 2+ years of professional experience in cybersecurity, cyber insurance, or risk management.
• Proven ability to navigate the entire customer lifecycle, ensuring successful strategic onboarding, executing high-impact Executive Business Reviews, and consistently achieving targets for Net Revenue Retention.
• Exceptional emotional intelligence and a proven track record of building trust and driving high customer satisfaction and/or Net Promoter Score.
• A proactive, self-starter mentality with the ability to thrive in a fast-paced, ambiguous start-up environment while bringing innovative ideas to drive customer adoption.
• Outstanding communication and presentation skills, with the ability to effectively articulate complex technical and business value to all levels, from technical teams to C-suite executives.
• Bachelor’s degree (BA/BS) or equivalent relevant practical experience.

Requirements

• Compensation range: $90,000 — $130,000 USD.

Benefits

• Innovative company culture.
• Flexible work schedules.
• Family paid leave.
• Paid healthcare for employees.
• 401k/Pension.
• Professional development & career advancements.
• Flexible paid time off.
• Employee referral bonus.