Customer Success Representative

We are looking for a passionate and driven Customer Success Representative (CSR) who will act as the primary success partner to our customers and partners. Our industry-leading vulnerability management software platform and our white-glove compliance readiness services are currently sold direct, as well as through managed services providers. The ideal candidate will help our partners and customers increase their usage of our Nodeware platform, cross-sell within the IGI portfolio of service solutions to our current partners and customers, and maintain a satisfied base of partners and customers through Quarterly Business Reviews (QBRs).

You’ll build strong relationships, act as a trusted advisor, and ensure customers achieve their goals.

Key Responsibilities

• Onboarding & Training Guide new customers through the onboarding process to ensure a smooth adoption.
• Relationship Management: Build and maintain strong, long-term customer relationships. Act as the main point of contact for assigned accounts. Work with existing customers in managing the QBR process focusing on retention, growth and cross-sell opportunities.
• Customer Advocacy: Understand customer business goals and advocate for their needs internally.
• Retention & Growth: Drive customer renewals, identify expansion opportunities, and work closely with Sales when upsell or cross-sell opportunities arise.
• Support & Issue Resolution: Partner with support and product teams to resolve issues quickly and effectively.
• Data & Insights: Track customer health, usage, and adoption metrics to proactively address risks.
• Feedback Loop: Share customer feedback with Product, Marketing, and Sales to improve the overall customer experience.

Requirements

• Bachelor’s degree or equivalent experience.
• 2–5 years in customer success, account management, or related client-facing roles.
• Strong communication and interpersonal skills.
• Experience managing multiple accounts and priorities.
• Problem-solving mindset with a customer-first attitude.
• Familiarity with CRM or CSM tools (HubSpot).
• SaaS/technology and cyber industry experience is required.

Success Metrics

• Customer satisfaction (CSAT/NPS scores).
• Renewal and retention rates.
• Expansion revenue and upsell opportunities.
• Time-to-value for onboarding.
• Customer health scores.

What We Offer

• Competitive compensation and benefits package.
• Opportunities for professional growth and advancement.
• Collaborative and supportive work environment.
• The chance to make a real impact on customer success.

Salary Description

$60,000-$70,000 base, plus variable compensation