Customer Success Manager

Customer Success Manager

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry's most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world's most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world.

About the Role

Bitdefender, a global cybersecurity leader protecting millions of consumers, business, and government environments worldwide, is looking for a Customer Success Manager to join our rapidly growing Global Customer Success Team supporting our Enterprise segment.

The Customer Success Manager (CSM) at Bitdefender plays a strategic, non-commercial role focused on customer retention, adoption, satisfaction, and long-term success. Acting as a trusted advisor, the CSM works closely with customers to understand their business and security objectives while ensuring they maximize the value of Bitdefender's solutions and services. Internally, the CSM serves as a key communication and coordination hub between customers and cross-functional teams such as Sales, Support, Professional Services, MDR/SOC Operations, Product Management, and Engineering. Through proactive engagement, operational alignment, and customer advocacy, the role helps drive successful customer outcomes and long-term partnership growth. This position requires excellent communication and relationship-management skills, strong organizational capabilities, and the ability to operate effectively in a fast-paced, highly collaborative cybersecurity environment.

Responsibilities

• Build and nurture a positive and value-driven customer experience throughout the customer lifecycle.
• Manage and monitor the customer journey from onboarding through engagement and pre-renewal phases, in alignment with Bitdefender's Customer Success framework.
• Develop trusted-advisor relationships with customers by understanding their business priorities, technical environment, operational challenges, and success criteria.
• Proactively identify customer engagement, adoption, operational, or retention risks and drive mitigation plans in collaboration with internal stakeholders.
• Monitor customer health indicators, product adoption, and engagement signals to ensure continued alignment and value realization.
• Coordinate and lead customer-facing activities such as onboarding sessions, operational reviews, Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), technical check-ins, and strategic alignment meetings.
• Collaborate closely with Account Managers, Renewals teams, Channel stakeholders, Support, Professional Services, Solutions Engineering, and Product teams to ensure a seamless customer experience.
• Assist with customer escalations and high-severity situations when needed, coordinating internal teams through resolution while maintaining customer communication and alignment.
• Support customers using Bitdefender's Managed Detection and Response (MDR/MXDR) services by providing a Security Account Management component, including recurring operational reviews, incident coordination, and collaboration with the MDR SOC team.
• Participate in operational coverage rotations involving critical customer situations, incident management coordination, and PagerDuty-driven escalation workflows.
• Contribute to improving Customer Success processes, operational workflows, customer engagement strategies, and internal best practices.
• Provide customer insights, feedback, and strategic recommendations internally to improve customer experience, retention, and operational efficiency.
• Act as a customer advocate internally and help strengthen cross-functional alignment across the organization.

Qualifications

• 35 years of experience in Customer Success, Account Management, Technical Account Management, Customer Support, Professional Services, or another customer-facing role within the software, SaaS, or cybersecurity industry.
• Strong customer relationship management, communication, and stakeholder engagement skills.
• Experience managing enterprise or mid-market customer relationships in a fast-paced technology environment.
• Ability to understand customer business objectives and align technical and operational outcomes to customer value.
• Excellent verbal and written communication skills in French and English
• Strong organizational, prioritization, and multitasking abilities.
• Self-driven, proactive mindset with the ability to work independently and collaboratively across multiple teams.
• Comfortable managing multiple customer engagements and priorities simultaneously.
• Ability to navigate customer escalations and coordinate cross-functional resolution efforts effectively.
• Higher education degree or equivalent professional experience.
• Previous experience working in cybersecurity, endpoint security, MDR/XDR, SaaS, enterprise software, cloud, or IT infrastructure environments.
• Experience in Technical Customer Success, Security Account Management, Technical Account Management (TAM), Solutions Engineering, or similar customer-facing technical roles.
• Technical understanding of cybersecurity concepts, enterprise IT infrastructure, endpoint protection, integrations, APIs, SIEM/SOAR workflows, cloud technologies, or security operations processes.
• Familiarity with Managed Detection and Response (MDR), SOC operations, incident management processes, or security escalation workflows.
• Experience working with Customer Success and CRM platforms such as ChurnZero, or similar customer engagement and lifecycle management tools.
• Experience working cross-functionally with Support, Engineering, Product Management, Professional Services, or Security Operations teams.
• Experience delivering customer presentations, QBRs/EBRs, adoption reviews, or executive-level business discussions.