Description

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