customer success manager

4 hours ago

Athens, Attica, Greece Odyssey Consultants Full time €9,000 - €36,000 per year

Code

189

Job Location

Athens, Greece

CUSTOMER SUCCESS MANAGER (CSM)

WE ARE ODYSSEY, looking for Cyber Warriors to join our journey

Are you someone who thrives in the face of challenges?

Do you have a collaborative spirit, passion for innovation and a commitment to making the world a cyber safer place for all?

If so, join OUR Odyssey and make it your journey as well, because the beauty and reward lie in the journey and not the destination itself.

ROLE DESCRIPTION

The Customer Success Manager serves as the strategic link between our MSSP and its clients, ensuring they gain maximum value from our cybersecurity services. This role combines account management, technical insight, and cybersecurity advisory to drive customer satisfaction, service adoption, and long-term retention. Acting as a trusted advisor, the CSM connects technical teams (SOC, Incident Response, Engineering) with client stakeholders (CISOs, IT leaders, Risk Managers).

MAIN RESPONSIBILITIES

  • Customer Engagement & Relationship Management
  • Serve as the main point of contact for assigned clients.
  • Build trusted relationships with C-level and technical stakeholders.

  • Lead regular Business Reviews (QBRs/MBRs) to align on goals and service performance.

  • Service Adoption & Value Realization

  • Service Adoption & Value Realization
  • Ensure clients utilize MSSP services (MDR, SIEM, threat intelligence, etc.).

  • Support client onboarding and smooth integration.

    o Identify gaps and recommend improvements to strengthen security posture.

  • Operational Coordination

  • Communicate client priorities to SOC and IR teams.
  • Monitor SLAs, KPIs, and escalate issues as needed.

  • Lead post-incident reviews and ensure understanding of outcomes.

  • Strategic Cybersecurity Advisory

  • Provide data-driven insights and threat landscape updates.
  • Align services with security frameworks (NIST, ISO 27001, MITRE ATT&CK, etc.).

  • Advise on ongoing improvements to policies and defenses.

  • Retention, Expansion & Advocacy

  • Monitor client health and address risks proactively.
  • Collaborate with Sales to identify upsell/cross-sell opportunities.
  • Promote client advocacy through success stories and references.

KNOWLEGDE, SKILLS AND EXPERIENCE REQUIRED

  • Education
  • Bachelor's degree in Cybersecurity, IT, or related field.

  • Relevant certifications (e.g., CISSP, CISM, CSM) are a plus.

  • Experience

  • 3–5+ years in Customer Success, Account Management, or Cybersecurity Advisory.

  • Experience in a MSSP or SOC environment is highly preferred.

  • Skills

  • Strong understanding of cybersecurity operations (SOC, IR, SIEM, MDR).
  • Proven experience managing enterprise clients in a technical or security context.
  • Excellent communication skills for both technical and executive audiences.
  • Analytical mindset with ability to interpret service data and client needs.
  • Familiarity with cybersecurity frameworks and compliance standards.
  • Project management and coordination capabilities.

Competencies

  • Highly motivated and results oriented.
  • Creative and innovative mindset.
  • Strong interpersonal skills and ability to build relationships with diverse stakeholders.
  • Willingness to travel extensively as required.

WHAT'S IN IT FOR YOU

  • Competitive remuneration package (according to experience and qualifications)
  • Opportunity to work in a highly specialized, dynamic and professional environment
  • Hybrid and contemporary working environment, "Best Place to Work" for 3 consecutive years
  • Comprehensive Medical and Life Insurance
  • Performance based awards and bonuses
  • Access to brightest minds the latest technologies
  • Mentoring, training & development opportunities

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