Customer Success Manager

Overview

As a Customer Success Manager (CSM) at Guardsix, you are responsible for retention, adoption, and expansion within Recognized Revenue through a focused set of high-value resellers and MSSPs and their End Customers.

You will ensure that partners and their customers realize measurable value from Guardsix solutions by driving solution adoption, service maturity, and long-term engagement.

You will work closely with partners in a post-sales, partner-centric model, supporting them in delivering and scaling their cybersecurity services based on Guardsix offerings.

You will position Guardsix as a strategic cybersecurity partner by enabling partners to successfully operate, expand, and optimize their service offerings and by aligning solutions to evolving customer needs.

Key Responsibilities

• Drive retention and account based growth within your assigned portfolio of partners and their customers
• Ensure successful onboarding and continuous enablement of partners and their customers
• Execute the renewal and up-sell opportunity lifecycle
• Monitor partner and customer health, identify risks early, and proactively drive mitigation actions
• Conduct regular business reviews (QBRs) with partners to review performance, KPIs, and growth opportunities
• Act as a trusted advisor to partners and key stakeholders (including CISOs, IT leaders, and executives)
• Provide ongoing enablement including best practices, use cases, and operational guidance
• Collaborate with partners to improve service delivery quality and customer satisfaction
• Maintain accurate data on partner health, adoption metrics, and account status
• Provide structured feedback from partners and customers to internal teams (product, program, sales)
• Strong experience in Customer Success, Account Management, or Partner Success in a B2B environment
• Experience working with partner ecosystems (MSSPs, MSPs, resellers)
• Strong focus on retention, adoption, and customer lifetime value
• Ability to identify growth opportunities within existing accounts
• Excellent relationship-building and stakeholder management skills
• Structured and data-driven approach to managing customer and partner success
• Solid understanding of cybersecurity and/or software solutions
• Ability to engage both technical and business stakeholders
• Strong problem-solving mindset with proactive risk management
• Willingness to travel across the region and occasionally within Europe

Professional & Technical Skills

• Strong proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight)
• Experience tracking adoption metrics, health scores, and success KPIs
• Ability to translate technical capabilities into business value for partners and customers
• Experience supporting service delivery and operational excellence in partner environments
• Collaborate closely with partners and internal teams (sales, presales, marketing, product, program management)
• Act as a key coordination point between partners, end customers, and Guardsix in the post-sales phase
• Support RSMs in identifying and executing expansion opportunities
• Influence both internal and external stakeholders to drive long-term partner success

Experience & Background

• 5–12 years of experience in Customer Success, Account Management, or cybersecurity/SaaS environments
• Proven success in managing and growing existing accounts or partner portfolios
• Experience working with MSSPs or managed service environments is highly preferred
• Strong track record in driving retention, adoption, and expansion
• Fluent in English (written and spoken)