Customer Success Manager

Summary

Bitdefender is a global cybersecurity leader delivering threat prevention, detection, and response solutions. The Customer Success Manager will support enterprise customers by driving retention, adoption, satisfaction, and long-term success, while coordinating with cross-functional teams and supporting cybersecurity and MDR-related customer outcomes.

Responsibilities

• Build and nurture a positive and value-driven customer experience throughout the customer lifecycle
• Manage and monitor the customer journey from onboarding through engagement and pre-renewal phases, in alignment with Bitdefender’s Customer Success framework
• Develop trusted-advisor relationships with customers by understanding their business priorities, technical environment, operational challenges, and success criteria
• Proactively identify customer engagement, adoption, operational, or retention risks and drive mitigation plans in collaboration with internal stakeholders
• Monitor customer health indicators, product adoption, and engagement signals to ensure continued alignment and value realization
• Coordinate and lead customer-facing activities such as onboarding sessions, operational reviews, Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), technical check-ins, and strategic alignment meetings
• Collaborate closely with Account Managers, Renewals teams, Channel stakeholders, Support, Professional Services, Solutions Engineering, and Product teams to ensure a seamless customer experience
• Assist with customer escalations and high-severity situations when needed, coordinating internal teams through resolution while maintaining customer communication and alignment
• Support customers using Bitdefender’s Managed Detection and Response (MDR/MXDR) services by providing a Security Account Management component, including recurring operational reviews, incident coordination, and collaboration with the MDR SOC team
• Participate in operational coverage rotations outside office hours involving critical customer situations, incident management coordination, and PagerDuty-driven escalation workflows
• Contribute to improving Customer Success processes, operational workflows, customer engagement strategies, and internal best practices
• Provide customer insights, feedback, and strategic recommendations internally to improve customer experience, retention, and operational efficiency
• Act as a customer advocate internally and help strengthen cross-functional alignment across the organization

Skills

• -3–5 years of experience in Customer Success, Account Management, Technical Account Management, Customer Support, Professional Services, or another customer-facing role within the software, SaaS, or cybersecurity industry
• -Strong customer relationship management, communication, and stakeholder engagement skills
• -Experience managing enterprise or mid-market customer relationships in a fast-paced technology environment
• -Ability to understand customer business objectives and align technical and operational outcomes to customer value
• -Excellent verbal and written communication skills in French and English
• -Strong organizational, prioritization, and multitasking abilities
• -Self-driven, proactive mindset with the ability to work independently and collaboratively across multiple teams
• -Comfortable managing multiple customer engagements and priorities simultaneously
• -Ability to navigate customer escalations and coordinate cross-functional resolution efforts effectively
• -Higher education degree or equivalent professional experience
• -Previous experience working in cybersecurity, endpoint security, MDR/XDR, SaaS, enterprise software, cloud, or IT infrastructure environments
• -Experience in Technical Customer Success, Security Account Management, Technical Account Management (TAM), Solutions Engineering, or similar customer-facing technical roles
• -Technical understanding of cybersecurity concepts, enterprise IT infrastructure, endpoint protection, integrations, APIs, SIEM/SOAR workflows, cloud technologies, or security operations processes
• -Familiarity with Managed Detection and Response (MDR), SOC operations, incident management processes, or security escalation workflows
• -Experience working with Customer Success and CRM platforms such as ChurnZero, or similar customer engagement and lifecycle management tools
• -Experience working cross-functionally with Support, Engineering, Product Management, Professional Services, or Security Operations teams
• -Experience delivering customer presentations, QBRs/EBRs, adoption reviews, or executive-level business discussions

Qualifications

Must Haves

• -3–5 years of experience in Customer Success, Account Management, Technical Account Management, Customer Support, Professional Services, or another customer-facing role within the software, SaaS, or cybersecurity industry
• -Strong customer relationship management, communication, and stakeholder engagement skills
• -Experience managing enterprise or mid-market customer relationships in a fast-paced technology environment
• -Ability to understand customer business objectives and align technical and operational outcomes to customer value
• -Excellent verbal and written communication skills in French and English
• -Strong organizational, prioritization, and multitasking abilities
• -Self-driven, proactive mindset with the ability to work independently and collaboratively across multiple teams
• -Comfortable managing multiple customer engagements and priorities simultaneously
• -Ability to navigate customer escalations and coordinate cross-functional resolution efforts effectively
• -Higher education degree or equivalent professional experience

Nice to Haves

• -Previous experience working in cybersecurity, endpoint security, MDR/XDR, SaaS, enterprise software, cloud, or IT infrastructure environments
• -Experience in Technical Customer Success, Security Account Management, Technical Account Management (TAM), Solutions Engineering, or similar customer-facing technical roles
• -Technical understanding of cybersecurity concepts, enterprise IT infrastructure, endpoint protection, integrations, APIs, SIEM/SOAR workflows, cloud technologies, or security operations processes
• -Familiarity with Managed Detection and Response (MDR), SOC operations, incident management processes, or security escalation workflows
• -Experience working with Customer Success and CRM platforms such as ChurnZero, or similar customer engagement and lifecycle management tools
• -Experience working cross-functionally with Support, Engineering, Product Management, Professional Services, or Security Operations teams
• -Experience delivering customer presentations, QBRs/EBRs, adoption reviews, or executive-level business discussions

Benefits

• Remote work arrangement
• Continuous learning opportunities
• Career growth opportunities