Customer Success Manager

OBRELA delivers cutting-edge Managed Detection & Response (MDR) services that help organizations manage cyber risk and protect critical assets in real time. With a strong global footprint, we operate at the forefront of cyber security operations, providing threat management, incident response, and proactive defense to high-profile clients across diverse industries.

We are seeking a Customer Success Manager (Mid-Level) with strong project management skills to join our growing Customer Success team. You will own the onboarding, customer experience and ongoing success of a portfolio of managed cyber security customers, acting as their primary point of contact for delivery, adoption and value realization.

This role suits a motivated professional with a cyber security background who is organized, delivery-focused and curious about cyber security. You do not need a long Customer Success track record: we value project delivery, customer-facing and technical-learning experience, and we will invest in building your advanced CS and MDR expertise.

Key Responsibilities

• Lead customer onboarding projects for Managed Security Services, from kick-off and scoping through log source integration, go-live and transition into Business-as-Usual (BAU).
• Build and maintain project plans, timelines, risk and issue logs, and report progress to customers and internal stakeholders.
• Act as the primary point of contact for assigned customers, running regular service reviews and sharing service performance, adoption and value insights.
• Collaborate and coordinate internal teams, including the Security Operations Center (SOC), Service Delivery, Engineering and Support, to resolve issues and keep delivery on track.
• Develop a solid understanding of each customer's IT and cyber security environment, and proactively flag risks, gaps and opportunities while improving their security posture.
• Manage customer escalations and communicate clearly, representing the customer's interests within OBRELA.
• Track customer health, service usage and contract milestones, and support renewals and expansion in partnership with Sales and Service Delivery Managers.
• Capture customer feedback and share insights with SOC, product and engineering teams to improve service quality.
• Contribute to Customer Success playbooks, templates and process improvements.

Required Experience & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business or a related field, or equivalent practical experience.
• 2-4 years of professional experience in customer success, project management, service delivery, technical account management, IT or security operations, or a similar customer-facing role. Prior Customer Success experience is a plus, not a requirement.