Customer Success Manager

At ReversingLabs, we are providing the world’s largest threat intelligence repository to protect software development and power advanced security solutions, keeping the most advanced cybersecurity organizations and Fortune 500 enterprises informed and ahead of the threats. Our software supply chain security and threat intelligence solutions have become essential to advancing enterprise cybersecurity maturity globally.

Notable breaches such as SolarWinds, CircleCI, and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk.

We are looking for a Customer Success Manager who thrives at the intersection of customer engagement, business value, and strategic growth. In this role, you’ll serve as a trusted advisor to a portfolio of key accounts—ensuring that technical progress aligns with customer priorities, value is consistently delivered, and every account is positioned for long-term success.

At ReversingLabs, the Customer Success Management team owns the post-sale business relationship. We focus on executive alignment, success planning, and outcome realization—working cross-functionally with Sales, Renewals, and Customer Success Engineering to ensure that customer goals are met and growth opportunities are uncovered.

While this role does not require hands-on technical skills, a working understanding of cybersecurity challenges, common enterprise architectures, and industry terminology is essential to effectively engage with technical stakeholders and guide value realization.

If you’re passionate about driving outcomes, building executive relationships, and turning complex technology into measurable business impact, we’d love to hear from you.

What You Will Do

• Serve as the strategic business partner for a portfolio of customers, owning the post-sale relationship and driving executive engagement
• Build and maintain strong relationships with key stakeholders across business, security, and procurement functions
• Develop and maintain structured Customer Success Plans that align customer goals to ReversingLabs capabilities and define clear KPIs for value realization
• Lead Quarterly Business Reviews (QBRs) that connect product adoption and technical outcomes to measurable business impact and ROI
• Collaborate closely with Customer Success Engineers (CSEs) to ensure technical delivery is mapped to customer objectives and is progressing toward defined success milestones
• Monitor renewal timelines, identify expansion opportunities, and partner with Sales and Renewals to develop strategies for account growth and risk mitigation
• Proactively identify customer challenges or changes in priorities and take action to maintain alignment and satisfaction
• Advocate internally for customer needs, providing feedback to Product, Marketing, and Sales to influence roadmap and messaging
• Maintain accurate account health data and forecast renewal likelihood using internal tools and CRM platforms
• Stay informed on industry trends, customer use cases, and evolving risk factors that impact strategic engagement

What We Are Looking For

• 5-6 years of experience in Customer Success, Account Management, or a client-facing role in a B2B SaaS or cybersecurity environment
• Proven ability to build and manage relationships with executive stakeholders and cross-functional customer teams
• Strong understanding of how to connect product usage and technical success to broader business outcomes
• Experience managing a portfolio of accounts with structured success planning, QBRs, and renewal forecasting
• Excellent communication, presentation, and facilitation skills, with the ability to lead executive conversations
• Familiarity with Customer Success platforms (e.g., PlanHat, Gainsight) and CRM systems (e.g., Salesforce)
• Comfortable working collaboratively across Sales, Technical, and Product teams to drive customer outcomes
• Analytical mindset with the ability to interpret customer data, identify trends, and act on risks or opportunities
• Self-motivated and organized, with strong attention to detail and a bias toward proactive engagement
• Willingness to travel occasionally for strategic customer meetings or business reviews

• Competitive compensation packages (base, bonus, and equity)

• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth 
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Access to Udemy Business for professional development and continuous learning across a wide range of courses
• Pet insurance
• Hospital Indemnity insurance and Accident insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being, and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment

The base salary range for this role is influenced by several factors, including work location, job-related skills and experience, relevant education, training or certifications, and other business needs. For this position, the target base salary is $120,000 - $130,000.

At ReversingLabs, we believe that cash salary is just one part of our Total Rewards package. We’re proud to offer a comprehensive benefits package that includes base salary, bonus, stock awards, and extensive healthcare coverage. Additionally, we provide quarterly wellness weekends, retirement savings options, an annual Calm membership, access to Udemy for training and growth development, parental leave, and much more. We look forward to sharing more details about our Total Rewards package during the recruitment process.

ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards,  for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products. 

Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer.
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