Client Success Manager III

Position: Client Success Manager III
Location: Remote in the United States (East Coast preferred)
Work Authorization: US Citizenship Required 
 
About The Position: 
The Client Success Team is composed of Client Success Managers (CSMs) who are well versed in cyber security, and whose purpose is to assist customers in getting the most value out of BlueVoyant platform and solutions. 
 
BlueVoyant’s renowned cybersecurity SaaS platform offers top-tier solutions to safeguard businesses from evolving threats. Our extensive range of services and expertise enable organizations to proactively defend against cyberattacks and secure their sensitive information effectively. 
 
We are seeking a passionate and experienced Customer Success Manager (CSM) to join our team and play a crucial role in ensuring the success and satisfaction of our clients.  By providing exceptional support, guidance, and strategic advice throughout the customer journey, our CSMs are crucial in driving the adoption of our cybersecurity solutions and SAAS platform product. 
 
Responsibilities: 

• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc. 

• Primary advocate within internal BV stakeholder groups to drive tangible outcomes 

• Responsible for managing customer communications internally with respective BV Teams 

• Responsible for the coordination of all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal BV Teams 

• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers 

• Drives customer adoption/engagement of current and additional services provided from BV 

• Aids in driving retention conversations to ensure customers are on target for contract renewals 

• Aids in discussions related to potential customer churn (Playbooks, Churn War Room, etc.) 

• Works closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional BV Service offerings 

• Able to communicate BV product/service landscape and can effectively move from one team to another to obtain answers and resolve issues 

• Able to articulate BV’s offerings, benefits, SOPs and deliverables without hesitation 

• Advanced understanding of assigned BV Specific Product sets 

• Works directly with BlueVoyant Executive Leadership Team to strategically align and coordinate support for BlueVoyant’s largest accounts 

• Creates, organizes, and shepherds customer value discussions with the customer quarterly 

Qualifications: 

• 7+ years of client services, IT and cyber security background 

• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders 

• Able to operate independently with minimal support from leadership 

• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers 

• Superior organizational skills and ability to adapt to quickly evolving environments 

• Excellent written and verbal communication skills 

• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS 

• Able to define, create, execute service improvement plans 

• Ability to provide advanced feedback and technical requirements for process maturity 

• Can create, adhere to, and help influence standard organizational systems 

• Can organize and conduct speaking engagements to internal BV groups with minimal oversite from leadership 

Preferred Qualifications: 

• Prior managerial experience and/or experience leading teams 
• ​​​​​​​Prior experience training and onboarding incoming team member 

About BlueVoyant

BlueVoyant is an AI-driven cybersecurity company dedicated to standing between our customers and cyber threats. By combining human, artificial, and proprietary intelligence, we deliver a unified solution that protects every organization’s network, identities, vendors, and digital footprints as a single attack surface. The company’s award-winning Microsoft Security expertise helps organizations maximize their security investments while reducing risk and ensuring compliance. 

Led by CEO, John Hernandez, BlueVoyant’s highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200, and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies. 

Founded in 2017 by Fortune 500 executives, including Chairman of the Board, Jim Rosenthal, Vice Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, San Francisco, London, Budapest, and Latin America and is committed to building a workplace where talented people are empowered to do their best work in the fight against global cyber threats.. 

Important Information for Applicants 

BlueVoyant uses AI-assisted tools within our applicant tracking system to help identify candidates whose experience and skills best match the requirements of a role. This technology provides hiring teams with added insights to support fair and efficient hiring decisions. All applications are reviewed by a member of our hiring team, and final hiring decisions are made by humans, not AI. By submitting your application, you acknowledge that AI tools may assist in the evaluation of your resume as part of the recruitment process. 

While we embrace the use of AI within our business and recruitment process, we do not permit its use during interviews. Any suspected use of AI during an interview will be challenged, and this may include the use of detection tools. 

For more information on how we process your personal data, please review our Candidate Privacy Notice available at https://www.bluevoyant.com/candidate-privacy-notice. 

All employees must be authorized to work in the United States of America.  BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Disclaimer: Please note that pursuant to contractual requirements and applicable law, for employees to perform work on some of the company’s federal contracts, U.S. citizenship is required. Accordingly, an employee’s ability to perform work on such contracts is contingent upon the company’s verification of the employee’s citizenship status. 

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Interview Expectations

As part of our interview process, we assess your experience through real-time discussion, so we expect responses to be your own. While we support the use of AI in our business, it is not permitted during interviews, and any suspected use may be challenged, including through detection methods.

BlueVoyant Candidate Privacy Notice

To understand how we secure and manage your personal data upon submitting a job application, please see our Candidate Privacy Notice, which can be found here - Candidate Privacy Notice