Client Success Manager III

About the Role

The Client Success Team is composed of Client Success Managers (CSMs) who are well versed in cybersecurity and whose purpose is to help customers achieve maximum value from the BlueVoyant platform and solutions.

BlueVoyant’s renowned cybersecurity SaaS platform delivers top-tier solutions designed to safeguard organizations from evolving cyber threats. Our extensive range of services and expertise enables customers to proactively defend against cyberattacks and effectively protect sensitive information.

We are seeking a passionate, technical, and experienced Client Success Manager (CSM) well versed in the Microsoft Secruity stack to play a critical role in ensuring customer success and satisfaction. By providing exceptional support, guidance, and strategic insight throughout the customer lifecycle, CSMs are essential to driving adoption of BlueVoyant’s cybersecurity solutions and SaaS platform.

Responsibilities

• Serve as the primary point of contact for all customer requests, needs, correspondence, and escalations
• Act as the primary customer advocate across internal BlueVoyant stakeholder groups to drive tangible outcomes
• Manage and coordinate all customer communications internally with respective BlueVoyant teams
• Coordinate all customer interactions, including regular cadence meetings, working sessions, and escalation calls, with both customers and internal teams
• Oversee the transition from deployment to steady state, establishing the operating cadence and engagement rhythm for new customers
• Drive customer adoption and engagement of existing and additional BlueVoyant services
• Support retention-focused conversations to ensure customers remain on track for contract renewals
• Identify and mitigate risks related to potential customer churn through playbooks, churn war rooms, and proactive engagement
• Partner closely with Sales counterparts to position, educate, and drive growth opportunities for additional BlueVoyant service offerings
• Work directly with the BlueVoyant Executive Leadership Team to strategically align and coordinate support for the company’s largest and most complex accounts
• Create, organize, and lead quarterly customer value discussions
• Communicate effectively across BlueVoyant product and service teams to obtain answers and resolve customer issues
• Clearly articulate BlueVoyant’s offerings, benefits, SOPs, and deliverables
• Maintain an advanced understanding of assigned BlueVoyant product sets

• 5+ years of experience in client services, IT, and cybersecurity environments
• Proven experience managing large, complex enterprise accounts with multiple lines of business and senior stakeholders
• Hands-on technical experience across the Microsoft Security stack, including Microsoft Sentinel and Microsoft Defender, with the ability to discuss capabilities, integrations, and customer use cases
• Experience driving customer adoption of SaaS and managed security services
• Demonstrated ability to independently manage customer relationships with minimal leadership oversight
• Experience partnering with Sales and executive stakeholders to support account growth and retention

Qualifications

• Strong ability to identify the buying landscape within customer environments and maintain relationships with key decision-makers
• Superior organizational skills with the ability to adapt in fast-paced, evolving environments
• Excellent written and verbal communication skills
• Demonstrated ability to promote team culture by proactively solving organizational problems and driving efficiencies within Client Success
• Ability to define, create, and execute service improvement plans
• Capability to provide advanced feedback and technical requirements to support process maturity
• Experience creating, adhering to, and influencing standard organizational systems and operating models
• Ability to organize and deliver presentations or speaking engagements to internal BlueVoyant groups with minimal oversight

Preferred Qualifications

• 5–7 years of hands-on client relationship management experience, ideally within Managed Security Services or technology-focused environments
• Consulting experience with Big 4 or top-tier national consulting firms
• Relevant cybersecurity certifications such as Security+, Network+, CISSP, or equivalent

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