Customer Success Program Manager (Cybersecurity)

At Securonix, we’re on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AIReinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix EON’s AI capabilities, our innovative cloudnative solution delivers a seamless CyberOps experience, empowering organizations to scale their security operations and keep up with evolving threats.

Recognized as a fivetime leader in the Gartner Magic Quadrant for SIEM and highly rated on Gartner Peer Insights, our awardwinning Unified Defense SIEM provides organizations with 365 days of ‘hot’ data for rapid search and investigation, threat contentasaservice, proactive defense through continuous peer and partner collaboration, and a fully integrated Threat Detection, Investigation, and Response (TDIR) experience—all within a single platform. Built on a cloudnative architecture, the platform leverages the Snowflake Data Cloud for unparalleled scalability and performance.

Securonix is proud to be a cybersecurity unicorn and featured in CRNs 2024 Security 100 list. Backed by Vista Equity Partners, one of the largest private equity firms with over $100 billion in assets under management, we have a unique advantage in driving innovation and growth. With a global footprint, we serve more than 1,000 customers worldwide, including 10% of the Fortune 100. Our network of 150+ partners and Managed Security Service Providers (MSSPs) enables us to deliver unmatched security solutions on a global scale.

At Securonix, we are driven by our core values and place our people at the heart of everything we do:

• Winning as One Team: We work together with universal respect to achieve aligned outcomes
• Customer Driven Innovation: We innovate to stay ahead of the market and create value for our customers
• Agility in Action: We embrace change and are unified in our purpose and objectives amidst change

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  Join us as we redefine cybersecurity, innovate fearlessly, and grow together as one team!

  
  

  POSITION SUMMARY:

  The Customer Success Program Manager plays a critical role in delivering and scaling an exceptional cybersecurity customer experience. This individual will design and lead programs that guide customers across their entire journey — from onboarding and digital engagement to value realization and communitybuilding — ensuring longterm customer success and trust.

  
  

  Key Focus Areas:

  • CybersecurityFocused Success Journey focused on the customer knowing and achieving value from the platform and services through activities such as: Map and optimize lifecycle stages from onboarding to advocacy, centered around customer risk, compliance, and threat maturity.
  • • Digital Customer Engagement – Build scalable digital programs (inapp, email, selfservice learning) to drive proactive and personalized success.
    • • Customer Community Development Program – Design and grow a securityfocused user community with forums, events, expert AMAs, and customer storytelling.
      • • Proactive Customer Maturity Model with Insights – Define maturity models based on cybersecurity outcomes; use automation to intervene early and improve retention

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          POSITION RESPONSIBILITIES:

          • Lead & Conduct Advanced Research: Act as the teams lead researcher, personally conducting indepth, hypothesisdriven behavioral analysis of emerging and inthewild threats. Convert your own research and your teams findings into highfidelity detection rules and analytics using Securonix SIEMUEBA logic.
          • Mentor and Collaborate: Guide and train midlevel team members in advanced threat analysis, peerreviewing their work to elevate its quality and impact. Work closely with the Detection Engineering, Content, and Data Science teams to continuously improve the production detection portfolio and prototype new product features.
          • Perform HandsOn Technical Analysis: Serve as the senior expert for the most complex technical challenges. Perform advanced static and dynamic analysis of malware, dissect exploits, and track sophisticated threat actors to extract novel TTPs that form the basis for new detection content.
          • Bridge Research and Detection: Act as the lead technical translator, responsible for articulating how new adversary techniques can be observed and workshopping detection strategies with the team. You will personally author, prototype, and validate the team’s most critical detections.
          • Author, Evangelize, and Guide: Produce highquality threat analysis reports and technical blogs for internal and external audiences. Guide your team members in developing their own research for publication and represent Securonix by presenting your collective work at major industry conferences.
          • Develop and Automate: Lead the development and automation of tools and workflows (e.g., using PythonLua) to scale the entire teams analysis capabilities, improve efficiency, and accelerate the detection lifecycle.

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            REQUIRED SKILLS:

            • 5+ years in Customer Success, Program Management, or Customer Experience roles.
            • • Strong domain knowledge in cybersecurity (e.g., SIEM, XDR, insider threat, SOC operations).
              • • Proven ability to design and scale customer journeys and digital programs.
                • • Experience in CS and community tools (Gainsight, Salesforce, Higher Logic, HubSpot, etc.)
                  • • Excellent stakeholder engagement, presentation, and project management skills.

                    • PREFERRED SKILLS:

                      • Preferred
                      • • Customer facing experience.
                        • • Cybersecurity certifications (CISSP, Security+, etc.)

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                            Success Metrics

                            • Onboarding Completion Rate – Faster TimetoValue
                            • • Digital Adoption & Engagement – Increased Product Usage
                              • • NPS and Community Participation – Stronger Brand Loyalty & Advocacy
                                • • Churn & Retention – Improved Revenue Resilience
                                  • • Health Score Improvement – Proactive Risk Management

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                                      Reporting & Collaborating

                                      Reports to: Sr Director, Services & Operations and works crossfunctionally with:
                                      → Product
                                      → Customer Support
                                      → Marketing
                                      → Security Solutions Engineering
                                      → Customer Education

                                      
                                      

                                      Example Deliverables

                                      • Cybersecurity Customer Journey Map
                                      • • Journey process adoption & success measures
                                        • • Digital Success Campaigns (onboarding, renewal, feature adoption)
                                          • • Community Program Strategy & Launch Plan
                                            • • Success Metrics Dashboard
                                              • • Executive Reporting

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                                                  BENEFITS:

                                                  • Our medical insurance is with Cigna as we offer 4 plans to choose from. Our vision and dental insurance are both PPO plans.
                                                    
                                                  • Securonix pays for your STD, LTD and Basic Life AD&D benefit.
                                                    
                                                  • Securonix also provides you access to the Employee Assistance Program (EAP) at no cost.
                                                  • This program, available through Mutual of Omaha, provides professional, confidential telephonic or facetoface counseling services to you and your loved ones.
                                                  • With our 401(K) you are eligible to participate the 1st of the month, following 60 days of employment.

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                                                    At Securonix we offer a Flexible Time Off plan, please speak to one of our Talent Attraction Specialists for details.
                                                    

                                                    Securonix is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discriminationfree work environment. Employment with Securonix is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, Securonix will make reasonable accommodations for qualified individuals with disabilities.
                                                    

                                                    
                                                    

                                                    Furthermore, as a federal government contractor, Securonix maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans Readjustment Assistance Act of 1974 (as amended).
                                                    

                                                    
                                                    

                                                    As part of our compliance with these obligations, Securonix invites you to voluntarily selfidentify as set forth below. Provision of such information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your employment or subject you to any adverse treatment. Any and all information provided will be considered confidential, will be kept separate from your application andor personnel file, and will only be used in accordance with applicable laws, orders and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement purposes.