Senior Customer Success Manager

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’re seeking a Senior Customer Success Manager who excels at driving strategic relationships, delivering measurable value, and guiding enterprise customers toward long-term success. In this role, you’ll manage a portfolio of high-impact accounts—building trusted executive partnerships, aligning customer goals with ReversingLabs solutions, and ensuring business outcomes are achieved at every stage of the customer journey.

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.

As a senior member of the Customer Success team, you’ll serve as a strategic advisor across business and technical stakeholders, partner closely with Sales, Renewals, and Customer Success Engineering, and play a key role in customer retention and expansion strategies. Your ability to blend business insight with a working knowledge of cybersecurity challenges will help translate complex technology into clear, quantifiable business results.

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 enterprise customers, leading executive engagement and driving post-sale success.
• Build and sustain multi-level relationships across customer organizations—including business, technical, and procurement stakeholders.
• Create and execute Customer Success Plans that define measurable objectives, value metrics, and milestones for adoption and ROI.
• Lead Quarterly Business Reviews (QBRs) to highlight progress, outcomes, and opportunities for growth.
• Partner with Customer Success Engineers (CSEs) to ensure technical delivery and integrations directly support customer goals.
• Own renewal readiness and expansion strategies, collaborating with Sales and Renewals to forecast, identify risks, and uncover growth opportunities.
• Proactively monitor customer sentiment, adoption trends, and value realization to drive retention and prevent churn.
• Serve as the voice of the customer internally—providing insights to Product, Marketing, and Sales to influence roadmap and go-to-market priorities.
• Maintain accurate account health data, renewal forecasts, and success metrics using internal tools and CRM systems.
• Stay current on cybersecurity trends, market challenges, and customer use cases to guide strategic discussions.

What We Are Looking For

• 6-8+ years of experience in Customer Success, Account Management, or Enterprise Client Engagement in B2B SaaS or cybersecurity.
• 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.
• Demonstrated success driving adoption, retention, and expansion across complex enterprise accounts.
• Proven ability to independently manage executive relationships and align customer outcomes to measurable business value.
• Skilled in success planning, QBR delivery, renewal strategy, and risk management.
• Strong commercial acumen with experience partnering cross-functionally with Sales, Product, Engineering, and Support.
• Brings sound judgment developed through experience handling complex customer challenges and escalations.
• Able to mentor less-tenured CSMs through example and collaboration, strengthening team discipline and execution.
• Familiar with Customer Success platforms (e.g., Planhat, Gainsight) and CRM systems (e.g., Salesforce).
• Excellent executive communication and storytelling skills—able to deliver value narratives that resonate with VPs/CISOs.
• Highly autonomous, accountable, and comfortable operating in a fast-growing, startup-like environment.

• Competitive compensation packages (base, bonus and equity)
• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth 
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Pet insurance
• Hospital Indemnity insurance and Accident  insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment

The base salary range for this role is influenced by several factors, including work location, job-related skills and experience, relevant education, training or certifications, and other business needs. For this position, the target base salary is $125,000 - $135,000.

At ReversingLabs, we believe that cash salary is just one part of our Total Rewards package. We’re proud to offer a comprehensive benefits package that includes base salary, bonus, stock awards, and extensive healthcare coverage. Additionally, we provide quarterly wellness weekends, retirement savings options, an annual Calm membership, access to Udemy for training and growth development, parental leave, and much more. We look forward to sharing more details about our Total Rewards package during the recruitment process.

ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Award for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products. 

Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer.

Applicants only - Recruiting agencies, please do not contact.