The Senior Manager, Customer Success is responsible for managing and growing strategic customer relationships within Bell Cyber’s cybersecurity services portfolio. This role is heavily focused on strategic account management, customer retention, and revenue growth through upsell and cross-sell opportunities within existing customer accounts.
The ideal candidate must possess strong commercial acumen, experience managing enterprise customer relationships, and a proven track record of growing account revenue in cybersecurity or managed services environments.
The Senior Manager, Customer Success will act as a trusted advisor to customers while owning customer growth strategy, account planning, renewal support, and expansion initiatives.
This is a quota-carrying role, with compensation aligned to both base salary and performance-based incentives tied to revenue growth.
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)
- Act as a trusted advisor and advocate for customer success and strategic security initiatives
Account Growth & Revenue Expansion
- Own account growth strategy for assigned customers, including identification of whitespace opportunities and service expansion initiatives
- Identify and drive upsell and cross-sell opportunities within existing accounts
- Develop account plans focused on revenue retention and growth targets
- Develop and present tailored solutions aligned to customer security needs
- Drive executive-level business conversations that position Bell Cyber services strategically within customer environments
- Collaborate with internal teams to develop proposals, pricing, and service strategies
- Partner closely with Sales and Leadership teams to achieve revenue objectives
- 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
Qualifications & Experience
- 5+ years of experience in Customer Success, Account Management, Technical Account Management, or Sales within cybersecurity, managed services, or enterprise IT services
- Proven experience managing strategic enterprise accounts and successfully driving upsell/cross-sell revenue growth
- Strong account management and customer relationship management skills with the ability to build trusted advisor relationships
- Demonstrated experience carrying or contributing to revenue targets and growth objectives
- Experience leading customer business reviews and executive-level engagements
- Strong commercial mindset with the ability to identify customer needs and align solutions accordingly
- Excellent negotiation, presentation, and stakeholder management skills
- Experience working within MSSP, SOC, cybersecurity, or managed services environments is highly 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
- Achievement of upsell, cross-sell, and account expansion targets
- Growth of annual recurring revenue (ARR) within assigned accounts
- Customer retention and renewal success
- Customer satisfaction and relationship management
- Executive relationship development and customer engagement effectiveness
