Associate Client Services Manager, Onsite in China
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Fenix24 is a cybersecurity and consulting company focused on helping organizations recover from ransomware and strengthen their cyber resilience. Its work combines incident response, recovery assessments, remediation, managed protection services, and asset and resiliency software. Supported by an experienced recovery team and rapid response capabilities, Fenix24 helps clients restore operations and prepare for future cyberattacks across a range of industries.
Senior Customer Success Manager at Fenix24 (Remote, US)
Lead enterprise adoption, retention, and account growth for Fenix24’s cyber-resilience services. Advise executives and turn recovery data into clear business value.
United States$130,000 – $150,000 / year
RemoteFull-timeSeniorEnglish RequiredCustomer SuccessCustomer Success ManagerDescription
- Create and deliver customer success plans that support growth and retention.
- Use industry developments and customer feedback to guide strategic decisions.
- Build and sustain relationships with major customers and enterprise stakeholders.
- Assess customer challenges, priorities, and desired outcomes, then recommend solutions aligned with Fenix24 practices.
- Coach customer success managers and contribute to their growth.
- Spot expansion potential and partner with Sales on upsell opportunities.
- Build customer confidence through consistent engagement and quarterly business reviews.
- Guide the Customer Success team and shape account expansion plans.
- Develop customer relationships across organizational levels.
- Learn Fenix24’s services and connect them to customer programs to achieve strong business results.
- Help Customer Success leaders tailor communications to client needs and industry sectors.
- Work with Engineering, Product, Sales, Support, and executives to meet customer goals, advocate for customers, and coordinate escalations and visibility.
- Prepare client reports for C-suite leaders, explaining technical metrics in terms of business value.
- Take on other responsibilities as assigned.
Requirements
- At least five years of experience in customer success management.
- A track record of partnering across company functions to improve customer adoption and outcomes.
- Understanding of customer budget cycles and their effect on annual recurring revenue models.
- Strong written and verbal communication and relationship-building abilities.
- Leadership skills.
- Ability to coordinate across multiple internal and external teams.
- Advanced analytical ability.
- Skill in turning raw reports into customer-ready materials using business intelligence software or Microsoft Office tools.
- Experience working with technology partners that sell products in the managed service provider (MSP) market.
- Ability to administer contracts in a service delivery setting.
- Knowledge of information technology and managed services best practices.
- Experience managing service level agreements and contracts.
- Experience delivering services within a managed services organization.
- Experience supporting servers, networks, storage, or security.
- Practical knowledge of information security principles.
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