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Job details

Customer Success Manager

GuidePoint Security is looking for a Customer Success Manager who will oversee professional services engagements and act as a critical advocate for customer relations in a remote setting.

Skills

  • Microsoft Office proficiency
  • Project management software experience
  • Leadership and communication skills

Responsibilities

  • Support elite/strategic accounts
  • Produce executive-level metrics and manage SLAs
  • Manage MSSP Partner Relationships
  • Interface with Project Managers and Account Executives
  • Advise account team on customer roadmap items

Education

  • Bachelor's degree preferred

Benefits

  • Group Medical Insurance options
  • Group Dental Insurance
  • 12 corporate holidays
  • Flexible Time Off program
  • Mobile phone allowance
To read the complete job description, please click on the ‘Apply’ button
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CEO of GuidePoint Security
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Michael Volk
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Average salary estimate

$75000 / YEARLY (est.)
min
max
$60000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, GuidePoint Security

As a Customer Success Manager at GuidePoint Security, you'll be at the forefront of ensuring our Mid-Atlantic commercial customers receive the ultimate in cybersecurity solutions. GuidePoint Security is known for its trusted expertise and innovative services that empower renowned organizations, including Fortune 500 companies and U.S. government entities, to better secure their operations. In this remote position, you will act as a primary advocate for these valued clients, managing professional services engagements and being the bridge between various stakeholders—ranging from engineers to senior client leadership. Your role will be integral in enhancing customer experience through effective communication, project management, and by producing executive-level metrics to track performance. Think of yourself as a player-coach, leveraging your creativity and experience to not just drive success for our clients, but to also lay groundwork for growth within our team. If you have a proven track record in customer success programs, particularly in the cybersecurity or IT sector, this position offers you the chance to work with leading professionals, tackle large-scale security projects, and truly make a difference in our clients' security journeys. Join us and contribute to the evolution of cybersecurity services while enjoying benefits like remote work flexibility, comprehensive healthcare options, and an engaging workplace culture.

Frequently Asked Questions (FAQs) for Customer Success Manager Role at GuidePoint Security
What are the responsibilities of a Customer Success Manager at GuidePoint Security?

As a Customer Success Manager at GuidePoint Security, you'll be involved in managing elite accounts, overseeing professional service engagements, and supporting large-scale security projects. Your responsibilities will include producing metrics and reports to communicate performance, interfacing with various departments to ensure customer satisfaction, and advising the account team on opportunities to enhance service adoption. This pivotal role requires a balance of customer advocacy and project management to drive success for up to 20 key accounts.

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What qualifications do you need to be a Customer Success Manager at GuidePoint Security?

To excel as a Customer Success Manager at GuidePoint Security, a bachelor's degree is preferred along with strong proficiency in Microsoft Office, Jira, and Confluence. Ideally, you'll bring prior experience in customer success programs specific to the professional services space in cybersecurity or IT. Exceptional leadership, facilitation, and organizational skills are essential, as is the ability to communicate effectively with diverse stakeholders at all levels of an organization.

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How does GuidePoint Security ensure customer satisfaction through its Customer Success Manager?

At GuidePoint Security, the Customer Success Manager plays a critical role in maintaining exceptional customer satisfaction. By serving as the main advocate for major accounts, the manager ensures open lines of communication between clients and internal teams, which helps address concerns proactively. Moreover, by managing metrics and SLAs, the Customer Success Manager can track performance and ensure timely execution of services, ultimately enhancing the customer's experience with GuidePoint.

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What type of projects will a Customer Success Manager at GuidePoint Security handle?

As a Customer Success Manager at GuidePoint Security, you'll handle a variety of large-scale security projects. These include overseeing professional services engagements that cover multiple domains such as network, dev/ops, and cloud services. You’ll act as a liaison between various technical teams and client stakeholders, ensuring that projects are executed effectively and that customers are fully supported throughout their engagement with GuidePoint's offerings.

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What are the primary goals for a Customer Success Manager at GuidePoint Security?

The primary goals for a Customer Success Manager at GuidePoint Security include fostering strong customer relationships, enhancing customer satisfaction through excellent service delivery, and driving the adoption of GuidePoint's security solutions. The manager is expected to identify opportunities for growth within customer accounts, support project management initiatives, and ultimately contribute to the expansion of GuidePoint's overall success as a leader in cybersecurity.

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Common Interview Questions for Customer Success Manager
What strategies do you employ to ensure customer success?

In your response, focus on proactive communication, regular check-ins with clients, and the importance of building strong relationships. Highlight how understanding client goals and providing tailored solutions has led to successful outcomes in your previous roles.

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Can you discuss a challenging customer situation and how you resolved it?

Use the STAR method to structure your answer: Set the scene by describing the situation, outline the challenge, share the actions you took to mitigate the issue, and conclude with the positive result achieved. Emphasizing communication and empathy in your approach can be valuable.

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How do you measure customer satisfaction and success?

Discuss metrics such as NPS scores, customer feedback surveys, and engagement levels. Explain how these metrics help inform your strategies and actions to enhance the customer experience, underscoring the importance of continuous improvement.

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What experience do you have with project management in a customer success role?

Detail your experience handling projects, focusing on project planning, execution, and closure. Discuss tools you’ve used and how you've coordinated across teams, ensuring your collaborative approach contributed to project success while meeting customer expectations.

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How do you handle competing priorities from different clients?

Describe your approach to time management and prioritization. Explain how you assess the urgency and impact of requests and emphasize the importance of transparency with clients in communicating timelines and expectations.

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What do you understand about GuidePoint Security’s services?

Demonstrate your knowledge of GuidePoint Security’s offerings, focusing on their holistic cybersecurity solutions and professional services. Emphasize how your understanding aligns with the needs of the customers you would support as a Customer Success Manager.

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Why do you want to work at GuidePoint Security?

Share specific reasons, such as admiration for GuidePoint's growth, its commitment to cybersecurity excellence, and how its values resonate with your personal and professional philosophies. Tailor your answer to show genuine enthusiasm for contributing to their mission.

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How would you cultivate a positive relationship with a difficult client?

Discuss strategies for understanding the client’s concerns, active listening, and maintaining patience. Stress the significance of empathy and consistent communication to turn challenging situations into opportunities for strengthened relationships.

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What tools or software are you familiar with that support customer success?

Mention specific tools such as CRM systems, project management software, and collaboration platforms like Jira and Confluence. Share examples of how you've utilized these tools to track customer interactions, manage projects, and deliver exceptional service.

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Can you give an example of how you improved a customer success process?

Explain a process you identified as needing improvement, and detail your approach in re-engineering it. Highlight the methods you used to gather feedback, implement changes, and measure the positive outcomes on customer satisfaction and business results.

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GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions that minimize risk. Our experts act as your trusted advisor to understand your business and challenges, helping you ...

44 jobs
MATCH
VIEW MATCH
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$60,000/yr - $90,000/yr
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 15, 2025

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