Careers

Customer Success Manager

As a Customer Success Manager, you will be a trusted advisor for our strategic accounts and responsible for ensuring customers are appropriately leveraging the platforms we manage for them and are satisfied with the service they receive from our Security Operations Center. You will work closely with our customers focused on increasing value, retention, customer satisfaction and expansion opportunities.

The ideal candidate will possess strong communication skills and have experience working with customers to meet their needs and drive growth.

RESPONSIBILITIES

Building and nurturing long-term relationships with customers to solidify our partnership and commitment and partnership to their success.
Ensure that customers derive maximum value and satisfaction from their investments in 5iron Managed Services by both listening for opportunities for 5iron to perform more effectively and acting as an initial point of escalation when necessary.
Listening to customers and providing feedback to the business.

Being the voice of the customer to 5iron, as well as relaying 5iron’s position to the customer.
Becoming a trusted advisor for our accounts and capable of ensuring customers are appropriately leveraging the platforms we manage for them and are satisfied with the services they receive from our Security Operations Center.
Able to handle minor driving of minor projects once client has been handled over to operations
Comfortable in identifying opportunities to upsell to existing customers by listening for key additional service offerings.

Driving client retention and growth through notification of contract renewals, processing of contract renewals, identifying product expansion opportunities.

Successfully planning and prioritizing prioritize a high volume of activities and requests to manage customer issues and requests requirements, including following through on requests in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible.

REQUIREMENTS

3+ years of demonstrated success in an Account Management role, preferably in a technology organization or financial industry.
The ability to be flexible and work in a rapidly changing environment is required
Bachelor’s degree, or combination of education and relevant experience
Aptitude for technology
Fanatical devotion to customer service, business quality, and data security
Excellent organizational and written/oral communication skills
This position is based in our Franklin, TN Security Operations Center
Up to 10% travel may be required

ADDITIONAL

All candidates will be required to take an extensive background check, credit screen, and drug screen prior to employment

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About 5iron

5iron Active Cyber Defense solutions provide comprehensive detection and response, 24x7x365. We actively respond to events as they occur, requiring less bandwidth from our clients and taking the action needed to eliminate the threat before it causes disruption to client business or data. This approach enabled 5iron to be named to the 2022 Inc. 5000 list of fastest-growing private companies in the US.

5iron redefines industry expectations by taking an active role in the protection of our clients. Delivering 24x7x365 “eyes on” cybersecurity defense solutions, effectively minimizes cyber risk inside these organizations. Our active cyber defense solutions leverage years of information security experience to protect critical network infrastructure from the growing number of cyber threats.

5iron’s Security Operations Center (SOC) is located in Franklin, Tennessee and all security operations are run from this facility. 5iron does not use a Virtual SOC in which Security Analysts work from home or another remote location which can slow response times and affect client security. Our goal is more than notification—Our goal is response and resolution.