Note: The job is a remote job and is open to candidates in USA. RSI Security is seeking a proactive, relationship-driven Customer Success Manager to join their Delivery organization. The role involves serving as a strategic bridge between client delivery, engagement, and expansion opportunities, ensuring clients remain engaged and supported throughout their lifecycle.
Responsibilities
- Serve as the primary relationship contact for assigned client accounts throughout the engagement lifecycle
- Build and maintain strong working relationships with client stakeholders, including operational, technical, compliance, and executive contacts
- Monitor client engagement, communication cadence, and overall account health
- Maintain deep awareness of client goals, challenges, timelines, and evolving business needs
- Track client activity, milestones, and engagement trends across active accounts
- Proactively schedule and coordinate strategic client meetings, business reviews (QBRs), roadmap discussions, and follow-up conversations
- Partner with Sales, Customer Success, and Delivery teams to identify expansion, renewal, and cross-sell opportunities
- Facilitate consultative conversations related to additional services, framework expansion, renewals, and long-term engagement planning
- Ensure all identified opportunities are documented and routed appropriately within internal CRM workflows
- Maintain accurate account notes, stakeholder information, meeting records, and follow-up actions within internal systems (e.g., HubSpot, Monday.com)
- Coordinate internally with Project Managers, Delivery Leads, Consultants, and Leadership to ensure total alignment on account activity
- Assist with onboarding transitions, engagement tracking, escalation coordination, and client follow-through
- Monitor key indicators of client satisfaction, engagement risks, communication gaps, and potential retention concerns
- Coordinate internal follow-up efforts when client responsiveness or project momentum declines
- Support client retention initiatives through proactive, empathetic communication
Skills
- Prior experience operating in a fast-paced professional services, SaaS, or cybersecurity/compliance consulting environment
- Comfortable managing executive-level client relationships and coordinating cross-functional communication
- Experience supporting business growth conversations in a consultative, non-aggressive manner
- High attention to detail with experience utilizing CRMs and project management tools (e.g., HubSpot, Monday.com, Salesforce)
- Exceptional proactive communication skills, high emotional intelligence (EQ), and active listening skills
- Comfortable utilizing AI and automation tools to enhance team performance and efficiency
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