Cybersecurity Client Success Manager

EXOS · United States

Position Type Employee Job Description Our Company In 2009 EXOS established itself as an IT consulting and staff augmentation firm. We specialize in focusing on what the client needs and adapting to how our client works. Our number one goal is to deliver the RIGHT solution, with the RIGHT resource, for the RIGHT price at the RIGHT time. The Company has three areas of focus: Professional Services and Consulting: As a full-service IT consulting firm, we offer a wide array of services to adapt to our clients' businesses. No matter what is needed, we have a solution that fits. Whether it be custom application development or providing highly specialized IT resources to run a project, we assist our clients to ensure their IT initiatives cross the finish line. Staffing: Our solutions foster stronger relationships with customers, suppliers, and partners, which greatly improve our clients' productivity, while reducing overall IT costs. Managed Services: We realize our clients don't have the time to worry about the most important tools that its people use--technology. We take care of our client's network and service its system. Our Values We are Empowering At EXOS we empower our clients by providing them with essential strategic IT guidance, reliable service, and the talent necessary to achieve their business goals. We empower our team by living a culture of collaboration, trust, and learning, creating growth opportunities, and charting a clear career path for all our team members. We are Connected At EXOS we are connected to our clients and their purpose. We are not just a talent and technology partner; we are an extension of your business. We seek to understand where leadership is driving the company, and we connect across all aspects of the business necessary to make that goal a reality. We are connected to the communities we serve and invested in organizations that make them great places to live. As the EXOS team, we are connected through our common commitment to our cultural imperatives: the 'Three Ps' - Be Positive, Be Productive and Be Progressive in the since that we are always challenging each other to learn and grow. We are Trusted For more than fifteen years EXOS has been a trusted partner in providing Talent, IT and Cybersecurity solutions for our clients. Whether it's servicing large-scale enterprise clients or start up professional firms, our team is there to help solve pain points and provide strategic direction. The trust we have with one another as a team is earned. We live a culture of accountability with a goal of excellence. We are invested in one another's success, personally and professionally. We are a trust first, learn together and What You Will Do The Cybersecurity Client Success Manager (CSM) at EXOS is the face of Cyber for our clients, the person every client knows, trusts, and calls first. You own the relationship side of our cybersecurity services to clients: running monthly client reviews and quarterly business reviews, coordinating projects, writing statements of work, and keeping every client clear on the value they are getting and where their security program is headed next. You will work alongside the CSM team, SOC analysts, and Cybersecurity Engineers to keep clients informed, engaged, and confident in their security program. This is a relationship and delivery-coordination role, not a technical operations role. You do not manage the SOC or engineering team, and you are measured on client health, retention, and the strength of your executive relationships. It is designed for someone with 3 to 5 years of B2B account management, technical account management, or customer success experience in the MSP/MSSP space who is ready to own a book of business through a tiered engagement model: high-touch, personalized reviews for top-tier clients and scaled, digital touchpoints for the rest. Serve as the face of Cyber at EXOS and the primary point of contact for an assigned book of cybersecurity clients. Build durable relationships with client executives and IT leadership, and act as the voice of the customer inside EXOS. Lead monthly client reviews and Quarterly Business Reviews (QBRs), presenting data-driven security metrics: risk trending, vulnerability reduction, SLAs, ticket volume, and program maturity in language non-technical stakeholders can understand and act on. Write and maintain cybersecurity Statements of Work (SOWs) for new engagements, renewals, and scope changes, ensuring scope, deliverables, and expectations are clear before work begins. Coordinate cybersecurity projects and client onboarding: guide new clients through setup, drive adoption of purchased security services, and partner with the Project Manager to schedule client meetings, milestones, and deliverable timelines. Provide consistent, proactive client-facing updates on projects, open items, and service delivery. Proactively monitor client satisfaction, and service utilization to identify and address concerns early, before they affect the relationship or the client's security posture. Translate evolving threats into clear, actionable business plans each client can move forward with confidently. Own contract renewals and minimize churn through proactive engagement. Manage high-stakes client escalations end to end, liaising between the client and the SOC or engineering teams and keeping the client informed through resolution. Manage a tiered account model - high-touch, personalized engagement for top-tier accounts and scaled, digital-touch programs for the remainder to serve a large portfolio well. Job Requirements Must Have Bachelor's degree in Business, Information Technology, Cybersecurity, or a related discipline, or equivalent professional experience. 3 to 5 years of experience in a B2B Account Management, Technical Account Management (TAM), or Customer Success role. Proven experience in the MSP or MSSP space, ideally supporting a multi-client book of business. Solid foundational knowledge of information technology and common security frameworks (e.g., NIST CSF, CIS Controls, HIPAA, CMMC). Demonstrated project management experience, coordinating multi-stakeholder projects, timelines, and deliverables preferably with PMP certification in hand or the ability to obtain it within 12 months of hire. Strong history of conducting executive-level meetings and managing high-stakes client escalations. Excellent written communication, including experience drafting SOWs, proposals, or similar client-facing documents. Proficiency with a PSA/ticketing platform (ConnectWise, Autotask, ServiceNow, or similar) and comfort maintaining client-facing reporting. Experience presenting metrics, reporting, and program updates to executives and non-technical stakeholders. Track record of owning renewals, retention, and account growth in a recurring-revenue services model. Ability to prioritize across a large, multi-client book of business while maintaining quality, follow-through, and clear documentation. Strong organizational and coordination skills across simultaneous projects, meetings, and stakeholders. Preferred PMP (Project Management Professional) certification in hand at time of hire; CAPM, ITIL Foundation, or CompTIA Project+ also valued. Foundational security credentials such as CompTIA Security+, or a recognized customer success certification (e.g., CCSM). Experience managing a large account portfolio (50+ accounts) using tiered or digital-touch customer success models. Conversational familiarity with common MSSP tooling categories - EDR, SIEM, email security, and vulnerability management. Prior experience supporting compliance-driven clients (CMMC, HIPAA, PCI DSS) and translating requirements into practical roadmaps. Experience with BI and reporting tools (BrightGauge or similar) to build client-facing dashboards and metrics. Experience developing QBR content, client health scoring, or customer success playbooks. Familiarity with quoting, SOW, and documentation platforms used in the MSP space (e.g., Hudu or similar). Already have an account? Log in here