What are the responsibilities and job description for the Customer Success Manager position at Guardz?
Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 100 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one Secure & Insure platform, and continue to grow and expand our team, our partnerships and our revenue.
Customer Success at Guardz is being rebuilt around AI, data, and digital-first engagement, and this role sits at the center of that shift. Playbooks are still being written and automation is actively being developed, so we're looking for someone who takes action without waiting for perfect structure - sharp, curious, accountable, and energized by building. You'll own a portfolio of MSP accounts end-to-end and be measured on retention, adoption, time-to-value, and expansion.
Responsibilities:
Customer Success at Guardz is being rebuilt around AI, data, and digital-first engagement, and this role sits at the center of that shift. Playbooks are still being written and automation is actively being developed, so we're looking for someone who takes action without waiting for perfect structure - sharp, curious, accountable, and energized by building. You'll own a portfolio of MSP accounts end-to-end and be measured on retention, adoption, time-to-value, and expansion.
Responsibilities:
- Own a portfolio of MSP accounts from post-sales handoff through onboarding, adoption, renewal, and expansion.
- Lead onboarding, adoption check-ins, business reviews, and renewals with clear agendas and documented next steps.
- Guide new partners to first value and monitor adoption to catch risk before it affects renewals.
- Use health scores, usage data, and AI-generated insights to prioritize outreach and own resolution plans for at-risk accounts.
- Identify and qualify expansion opportunities, leading upsell conversations in partnership with Sales.
- Pilot AI-enabled CS workflows and help build the playbooks and processes that scale the team.
- 5 years in Customer Success, Account Management, or a related post-sales role in B2B SaaS.
- Experience managing a high-velocity, full-lifecycle customer base across low-touch engagement models.
- Proven ability to manage a book of business — driving retention, spotting expansion, and owning outcomes.
- Comfort using data, dashboards, and customer signals to prioritize work and make decisions.
- Strong written and verbal communication, with the ability to build trust with owners, technical leads, and decision-makers.
- Strong presentation and facilitation skills across trainings, business reviews, and executive conversations.
- High agency and follow-through: you close loops, keep commitments, and hold yourself accountable.
- Experience with MSPs, MSSPs, channel partners, or technology resellers.
- Hands-on use of AI tools as part of a CS workflow (Claude a plus).
- Familiarity with customer success platforms such as Totango, ChurnZero, or Gainsight.
- Comfort with health scoring, churn-risk analysis, and customer journey mapping.