Client Success Manager

• BlueVoyant is seeking a Client Success Manager III with strong experience across the Microsoft Security ecosystem, including Microsoft Sentinel and Microsoft Defender, to join our Client Success team
• This fully remote role acts as the primary point of contact and trusted advisor for a portfolio of enterprise customers, driving adoption, retention, customer satisfaction, and strategic alignment throughout the customer lifecycle
• You’ll work cross-functionally with Sales, Product, Services, and Executive Leadership to help customers realize measurable business value from BlueVoyant’s cybersecurity solutions and SaaS platform
• Serve as the primary point of contact for customer requests, needs, communications, and escalations
• Act as the voice of the customer internally, advocating for customer success across BlueVoyant stakeholder groups
• Coordinate customer communications and engagement activities across internal teams and customer stakeholders
• Lead recurring customer meetings, operational reviews, working sessions, and escalation calls
• Manage the transition of customers from implementation to steady-state operations, establishing engagement models and communication cadences
• Drive customer adoption, engagement, and utilization of BlueVoyant products and services
• Support customer retention initiatives and renewal planning activities
• Identify, assess, and mitigate customer risks through proactive engagement strategies, churn mitigation plans, and escalation management
• Partner closely with Sales teams to identify opportunities for growth, expansion, and additional service adoption
• Collaborate with Executive Leadership to support BlueVoyant’s strategic and highly complex customer accounts
• Prepare and lead Quarterly Business Reviews (QBRs) and customer value discussions
• Work closely with Product and Service Delivery teams to resolve customer concerns and provide timely updates
• Clearly communicate BlueVoyant offerings, service deliverables, operating procedures, and customer value
• Maintain an advanced understanding of assigned BlueVoyant solutions and cybersecurity capabilities

Benefits

• Medical coverage for employees and their dependents
• Dental coverage for employees and their dependents
• Vision coverage for employees and their dependents
• Life insurance
• Short-term and long-term disability
• Retirement/401(k) plans (US & Canada)
• Generous paid time off (PTO)
• Extensive paid holiday schedule

• Experience developing, maintaining, and improving operational processes, frameworks, and customer engagement models, contributing to operational maturity within customer-facing organizations
• Experience driving adoption and value realization for SaaS platforms and managed security services
• Demonstrated ability to independently manage strategic customer relationships with minimal oversight
• Exceptional organizational and project management skills with the ability to manage competing priorities in a fast-paced environment
• 5+ years of experience in Client Success, Customer Success, Professional Services, IT, Cybersecurity, or related technical customer-facing roles
• Experience partnering with Sales teams to support customer retention, renewals, and account growth
• Hands-on experience with the Microsoft Security stack, including Microsoft Sentinel and Microsoft Defender, with the ability to discuss technical capabilities, integrations, and customer use cases
• Proven experience managing large, complex enterprise accounts with multiple business units and executive stakeholders
• Ability to travel to client sites when required
• Excellent verbal, written, and presentation skills, with the ability to communicate technical concepts to both technical and business audiences
• Ability to create and execute customer success strategies and service improvement plans
• Strong understanding of enterprise buying environments and the ability to build relationships with key decision-makers
• Bachelor’s degree in Business, Information Technology, Cybersecurity, or a related field, or equivalent professional experience and certifications
• Client relationship management experience within Managed Security Services, Cybersecurity, SaaS, or technology-focused organizations
• Experience working within a Big Four or leading consulting organization
• Industry certifications such as CompTIA Security+, Network+, CISSP, or equivalent cybersecurity credentials
• Experience presenting to executive stakeholders and facilitating strategic customer workshops
• Experience supporting global or multinational enterprise customers