Senior Manager, Customer Success

Position Overview

The Senior Manager, Customer Success is responsible for managing and growing strategic customer relationships within Bell Cyber’s cybersecurity services portfolio. This role ensures high levels of customer satisfaction, alignment with service delivery, and drives revenue growth through expansion within existing accounts.

The role requires close collaboration with Security Operations, Professional Services, and leadership teams to deliver value-driven outcomes while identifying opportunities to enhance customer security posture and expand services.

This is a quota-carrying role, with compensation aligned to both base salary and performance-based incentives tied to revenue growth.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for assigned customer accounts
• Build and maintain strong relationships with executive and operational stakeholders (including CISOs and IT leadership)
• Ensure customers derive measurable value from Bell Cyber services
• Lead regular service reviews, Monthly Operational Reviews (MORs), and Quarterly/Annual Business Reviews (QBRs)

Account Growth & Revenue Expansion

• Identify and drive opportunities for upsell and cross-sell within existing accounts
• Develop and present tailored solutions aligned to customer security needs
• Collaborate with internal teams to develop proposals, pricing, and service strategies
• Contribute to pipeline development and forecasting activities for existing customers
• Own and achieve assigned revenue targets

Customer Success & Retention

• Proactively monitor customer health and satisfaction
• Address risks, concerns, and escalations in a timely manner
• Ensure alignment between customer expectations and service delivery
• Support contract renewals and drive high retention rates

Internal Collaboration

• Work closely with Security Operations, Professional Services, and leadership to ensure successful service outcomes.
• Act as the voice of the customer internally to improve services and processes.
• Participate in account planning and strategy development for key customers.

Reporting & Account Management

• Maintain accurate account data, opportunities, and forecasts in CRM systems.
• Provide regular updates on account health, risks, and growth opportunities.
• Support leadership with reporting and business insights.

Qualifications & Experience

• Experience in Customer Success, Account Management, or Sales within cybersecurity, IT services, or managed services
• Proven ability to manage enterprise customer relationships and drive account growth
• Strong communication, presentation, and stakeholder management skills
• Ability to work effectively across technical and business teams
• Experience working with executive stakeholders is preferred

Compensation

The position includes:

• A fixed base salary (Annual $120,000 - $140,000)
• A commission structure tied to revenue growth from existing customer accounts, as outlined in compensation plan.

Performance Expectations

Performance in this role will be measured based on:

• Customer satisfaction and relationship management
• Account growth and upsell revenue
• Customer retention and renewal success
• Collaboration with internal teams
• Achievement of assigned upsell and account objectives