Netrio · 21 hours ago
Customer Success Manager
Golden Valley, MN
Full-time
Onsite
Mid Level
$60K/yr - $100K/yr
3+ years expNetrio is a company focused on delivering exceptional customer service. The Customer Success Manager will ensure clients achieve maximum value from services and solutions by managing relationships and onboarding processes, advocating for customer needs, and monitoring satisfaction metrics.
Cyber SecurityInformation TechnologyIT ManagementNetwork SecurityTelecommunications
Responsibilities
Serve as the primary point of contact for assigned customer accounts, building strong, long-lasting relationships
Oversee the successful onboarding of new clients, ensuring they understand the full capabilities of the security services provided
Conduct regular check-ins with customers to monitor their satisfaction, address concerns, and identify areas for improvement or growth
Develop a deep understanding of each customer’s security goals, challenges, and priorities to offer tailored guidance and recommendations
Act as the customer advocate within the company, collaborating with internal teams to address customer issues and deliver exceptional service
Proactively identify and mitigate risks that could lead to customer churn, including identifying security gaps or service disruptions
Monitor customer usage, adoption, and health metrics, ensuring customers are achieving desired outcomes from the security solutions
Help customers understand and implement recommendations from security assessments, audits, or security posture reviews
Drive customer retention and upsell opportunities by highlighting additional services or products that can enhance their security
Track and report on key performance indicators (KPIs) related to customer success, such as satisfaction scores, renewals, and service utilization
Review and communicate key security metrics and trends to customers, ensuring they understand the value delivered by the managed security services
Collaborate with technical teams to ensure customer incidents, alerts, or service requests are promptly addressed and resolved
Work closely with Sales, Technical Support, Security Operations, and Product teams to ensure seamless customer service and alignment on client goals
Assist in product/service enhancements by providing customer feedback, trends, and market insights
Provide input on customer-facing materials, documentation, and resources to improve client understanding and engagement with security services
Qualification
Required
Minimum of 3-5 years of experience in customer success, account management, or related roles, preferably within the cybersecurity or managed security services industry
Bachelor's degree from an accredited College or University with courses in Sales, Marketing, Communications, Business, or related field (or equivalent experience)
Understanding of network security, cybersecurity concepts, and managed security services (firewalls, intrusion detection systems, vulnerability management, etc.) is a plus
Proven track record of building and maintaining strong customer relationships with a focus on customer satisfaction and retention
Strong written and verbal communication skills, with the ability to convey complex security and technical concepts in an understandable manner
Ability to proactively identify challenges and work with both customers and internal teams to resolve issues
Strong organizational skills with the ability to handle multiple tasks and customer accounts simultaneously
Comfort with identifying and pursuing upsell or cross-sell opportunities in a consultative, non-salesy manner
Ability to read, analyze, and interpret general business periodicals, professional journals
Ability to write reports and business correspondence
Ability to effectively present information and respond to questions from groups of managers, executives and other employees of the organization
Ability to apply advanced mathematical concepts
Ability to define problems, collect data, establish facts, and draw valid conclusions of customer requirements
Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables
Requires the ability to operate various office equipment to include a computer, voice mail, copier, fax, and calculator
Requires the ability to operate various software such as word processing, spreadsheets and databases
Requires the ability and driving record of someone able to commute independently to and from client sites
Company
Netrio
NETRIO is a Managed Services Provider supporting a wide variety of technology assets and services for small to medium sized organizations.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mark Clayman
CEO
Peter Salamanca
Chief Operating Officer
Recent News
2025-12-17
2025-12-08
2025-10-31
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