Client Success Manager - MSS

Job Title: Client Success Manager

Job Level: Senior II

FLSA Status: Exempt

Reporting to: Michael Mullins

About Kivu

Kivu is a cyber security firm that specializes in managed services and post-breach remediation, working with insurance companies, law firms, and the private sector direct to provide these services to organizations globally.

Overview

The Client Success Manager, a senior level role managing client relations, ongoing upsells, cross-sells, and renewal efforts will be responsible for overseeing a diverse 100 client and rapidly growing portfolio. This role will work reporting directly to the service line VP to ensure successful delivery, client satisfaction, and retention as Kivu MSS continues to grow and expand its offerings to clients.

Essential Duties & Responsibilities

• You will deliver powerful onboarding experiences with new customers that clearly demonstrate the value of our services and confirm the customer's objectives.

• Orchestrate overall relationship with assigned clients, which will include: Growing adoption, ensuring retention, and satisfaction
• Maintain customer renewals within Managed Services
• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status
  • Lead team quarterly review kickoffs/meetings
• Review customer metrics to gain a deeper understanding of account health, drawing conclusions while identifying trends and potential risks and driving value conversations with customers
• Maintain current functional and technical knowledge of the Managed Security Services platform and future products
  • Maintain up-to-date knowledge of our related technology and be able to clearly articulate business value
• Act as customer liaison. Follow up and coordinate with technical team to make sure technical issues are being addressed or how they can be addressed
  • Act as the liaison for inquiries, issues or escalations
• Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
  • Training around the services we offer and a general idea of what they can provide our clients. Coordinate technical working sessions with technical team and customers to jointly map out workflows that meet customer needs/goals based of solutions subscribed to.
• Up to 30% travel, currently US based only with potential for International in the future.

Requirements:

• Experience in client-facing consulting.
• Experience scoping a client's needs and delivering the appropriate offering.
• Experience with diverse EDR platforms and perimeter security controls (IDS/IPS/Proxy).
• Experience mentoring and training reports/peers.

Preferred Technical Experience:

• Bachelor’s degree or Master’s degree in Cyber Security, Computer Science, Information Security, or other related fields is preferred
• Familiarity with NIST and MITRE frameworks
• 1-2 years of relevant experience described above; prior experience consulting in the private sector is desired.

This role is authorized to work remotely and may require up to 30% travel to client locations generally within the domestic United States.

Benefits: 

• Remote Work
• Flexible PTO 
• Employer paid Medical and Dental 
• 401k Matching Options