Customer Success Manager (Mid-Atlantic)

GuidePoint Security provides trusted cybersecurity expertise, solutions, and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation's top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources, and integrate best-fit solutions that mitigate risk.The Customer Success Manager at GuidePoint Security will serve as a primary advocate for Mid-Atlantic commercial customer relations and services engagements, coordinate with project management, and oversee professional services engagements and programs. The position will provide senior customer success management oversight for GuidePoint's largest professional services customers (e.g., 10–20 accounts) and will interface with relevant GuidePoint personnel and customer stakeholders on a daily basis. Most importantly, the customer success manager will provide a critical overlay between GuidePoint's account executives, delivery engineers, consultants, project managers, and multiple levels of client leadership for enhancing delivery and customer experience.The ideal candidate will serve as a "player / coach" to advance this function from within GuidePoint through creativity, execution, and past experience, while also laying a foundation for growth, management, and expansion of this function within the Mid-Atlantic Region.Roles and Responsibilities Support elite/strategic accounts (this includes, but is not limited to):Manage Professional Service Engagements.Produce executive-level metrics, reporting, and manage SLAs.Support large-scale security projects and communicate across all organizational levels (network, dev/ops, database administrators, server team, storage, cloud, etc.) to drive progress and reputation for GuidePoint.Manage MSSP partner relationships and support GuidePoint Managed Service as a customer advocate to ensure performance, efficiency, and operations.Interface regularly with project managers, account executives, sales operations, and delivery teams to capture relevant client details and intelligence.Advise the account team on customer roadmap items and opportunities within the account, helping to drive sales and adoption of GuidePoint services.Adhere to GuidePoint Security Core Values.Other duties as assigned.Required Experience Proficient with Microsoft Office, Microsoft Project, Atlassian Jira, and Atlassian Confluence.Prior experience developing and executing Customer Success Programs for professional service firms and/or vendors within the cybersecurity or information technology domain.Demonstrated knowledge of commercial/vendor program management.Demonstrated exceptional leadership, communication, time management, facilitation, and organizational skills.Travel Requirements Up to 10% on‐site travel required.Benefits Remote workforce primarily (U.S. based only; some travel may be required; on‐site may be required for federal positions).Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees' premiums and 75% for family plans). If you choose the HD/HSA plan, GPS will contribute in four equal quarterly installments: $850 per employee annually / $1,750 per family annually.Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans.12 corporate holidays and a Flexible Time Off (FTO) program.Healthy mobile phone and home internet allowance.Eligibility for retirement plan after 2 months at open enrollment.Why GuidePoint? GuidePoint Security is a rapidly growing, profitable, privately held value‐added reseller that focuses exclusively on information security. Since its inception in 2011, GuidePoint has grown to over 1,200 employees, established strategic partnerships with leading security vendors, and serves as a trusted advisor to more than 6,200 customers. Firmly‐defined core values drive all aspects of the business, which have been paramount to the company's success and the establishment of an enjoyable workplace atmosphere. At GuidePoint, your colleagues are knowledgeable, skilled, and experienced and will seek to collaborate and provide mentorship and guidance at every opportunity. This is a unique and rare opportunity to grow your career along with one of the fastest growing companies in the nation.As set forth in GuidePoint Security's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.#J-18808-Ljbffr