About this role
TD SYNNEX is hiring a Customer Success Manager (CSM) to manage high-value customer relationships for cybersecurity solutions. You will lead onboarding, drive product adoption using usage/health metrics, support renewals/retention, and partner with Sales to expand accounts.
Key Responsibilities
- Build and nurture key customer relationships to drive trust and satisfaction, Lead onboarding and implementation support to achieve quick time-to-value, Monitor product usage metrics and customer health to drive adoption and minimize churn risk, Partner with Sales on account expansion and upsell opportunities, Own renewals and retention in partnership with Sales and Contracts teams
Technical Overview
This role is customer success focused around cybersecurity solutions distributed through TD SYNNEX. It requires strong metrics-driven adoption and retention management (NRR, CSAT) and fluency with common CS/CRM tools such as Salesforce, Gainsight, HubSpot, and Client Success.
Ideal Candidate
The ideal candidate is a Customer Success Manager with 5+ years of experience managing enterprise or high-touch B2B SaaS accounts, ideally in cybersecurity software or a cybersecurity distribution/VAR/MSSP context. They have strong onboarding, adoption, and renewals/retention experience, driving measurable outcomes like Net Revenue Retention (NRR) and CSAT. Familiarity with Salesforce, Gainsight, HubSpot, or Client Success is expected.
Must-Have Skills
5+ years in Customer SuccessAccount Managementor equivalent roles in a B2B SaaS or cybersecurity environmentCustomer Relationship ManagementManage enterprise or high-touch accountsWork cross-functionally with SalesProductand SupportFamiliarity with tools like SalesforceGainsightHubSpotClient Successor similar CS and CRM platformsRenewals & Retention ownership in partnership with Sales and Contracts teams
Nice-to-Have Skills
Experience in cybersecurity channel sales or software distribution environmentsUsage-based or consumption models and metrics like NRR and CSATTechnical background or certifications (e.g.CompTIA Security+CISSPor vendor-specific certifications)
Tools & Platforms
SalesforceGainsightHubSpotClient SuccessCS and CRM platformsCRM platforms
Required Skills
Customer Relationship ManagementOnboardingImplementation SupportProduct Adoptionusage metricscustomer health monitoringchurn riskupsell opportunitiesAccount ExpansionRenewalsNet Revenue Retention (NRR)CSATVoice of the customerSalesforceGainsightHubSpotClient Successsuccess plansplaybooksengagement modelscross-functional collaborationcybersecurity solutions
Hard Skills
Customer Relationship ManagementOnboardingImplementation SupportProduct AdoptionUsage metricsCustomer health monitoringChurn risk minimizationUpsell opportunitiesAccount ExpansionRenewalsNet Revenue Retention (NRR)Customer Satisfaction (CSAT)Voice of the customerSalesforceGainsightHubSpotClient SuccessCS and CRM platformsProcess improvementSuccess plansPlaybooksEngagement modelsCross-functional collaboration
Soft Skills
Relationship managementConsultativevalue-driven approachExcellent communicationStakeholder managementProblem-solvingTrusted advisorProactive mindsetCross-functional collaborationFeedback collection and insight sharing
Certifications
Preferred
CompTIA Security+CISSP
Keywords for Your Resume
Customer Success ManagerCSMClient SuccessGainsightHubSpotSalesforceCustomer Relationship ManagementOnboardingImplementation SupportProduct Adoptionusage metricscustomer healthchurnupsellAccount ExpansionRenewals & RetentionNet Revenue Retention (NRR)CSATVoice of the customerprocess improvementsuccess plansplaybooksengagement modelsB2B SaaScybersecurity solutionscybersecurity channel salessoftware distributionCompTIA Security+CISSP
Deal Breakers
Must have 5+ years in Customer Success, Account Management, or equivalent roles, Must demonstrate experience managing enterprise or high-touch accounts, Must have familiarity with CS/CRM tools such as Salesforce, Gainsight, HubSpot, or Client Success
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