Job description

Position: Client Success Manager III Reports To: Manager, CSM Department: Client Success Location: Remote, US (Eastern Time Zone) Work Authorization: US Citizenship Required BlueVoyant is seeking a Client Success Manager III with strong experience across the Microsoft Security ecosystem, including Microsoft Sentinel and Microsoft Defender, to join our Client Success team. This fully remote role acts as the primary point of contact and trusted advisor for a portfolio of enterprise customers, driving adoption, retention, customer satisfaction, and strategic alignment throughout the customer lifecycle. You'll work cross-functionally with Sales, Product, Services, and Executive Leadership to help customers realize measurable business value from BlueVoyant's cybersecurity solutions and SaaS platform. What You'll Do: • Serve as the primary point of contact for customer requests, needs, communications, and escalations. • Act as the voice of the customer internally, advocating for customer success across BlueVoyant stakeholder groups. • Coordinate customer communications and engagement activities across internal teams and customer stakeholders. • Lead recurring customer meetings, operational reviews, working sessions, and escalation calls. • Manage the transition of customers from implementation to steady-state operations, establishing engagement models and communication cadences. • Drive customer adoption, engagement, and utilization of BlueVoyant products and services. • Support customer retention initiatives and renewal planning activities. • Identify, assess, and mitigate customer risks through proactive engagement strategies, churn mitigation plans, and escalation management. • Partner closely with Sales teams to identify opportunities for growth, expansion, and additional service adoption. • Collaborate with Executive Leadership to support BlueVoyant's strategic and highly complex customer accounts. • Prepare and lead Quarterly Business Reviews (QBRs) and customer value discussions. • Work closely with Product and Service Delivery teams to resolve customer concerns and provide timely updates. • Clearly communicate BlueVoyant offerings, service deliverables, operating procedures, and customer value. • Maintain an advanced understanding of assigned BlueVoyant solutions and cybersecurity capabilities. What You'll Bring: • 5+ years of experience in Client Success, Customer Success, Professional Services, IT, Cybersecurity, or related technical customer-facing roles. • Proven experience managing large, complex enterprise accounts with multiple business units and executive stakeholders. • Hands-on experience with the Microsoft Security stack, including Microsoft Sentinel and Microsoft Defender, with the ability to discuss technical capabilities, integrations, and customer use cases. • Experience driving adoption and value realization for SaaS platforms and managed security services. • Demonstrated ability to independently manage strategic customer relationships with minimal oversight. • Experience partnering with Sales teams to support customer retention, renewals, and account growth. • Strong understanding of enterprise buying environments and the ability to build relationships with key decision-makers. • Exceptional organizational and project management skills with the ability to manage competing priorities in a fast-paced environment. • Excellent verbal, written, and presentation skills, with the ability to communicate technical concepts to both technical and business audiences. • Ability to create and execute customer success strategies and service improvement plans. • Experience developing, maintaining, and improving operational processes, frameworks, and customer engagement models, contributing to operational maturity within customer-facing organizations. • Ability to travel to client sites when required. Nice To Have: • Client relationship management experience within Managed Security Services, Cybersecurity, SaaS, or technology-focused organizations. • Experience working within a Big Four or leading consulting organization. • Industry certifications such as CompTIA Security+, Network+, CISSP, or equivalent cybersecurity credentials. • Experience presenting to executive stakeholders and facilitating strategic customer workshops. • Experience supporting global or multinational enterprise customers. Education: • Bachelor's degree in Business, Information Technology, Cybersecurity, or a related field, or equivalent professional experience and certifications. Why BlueVoyant? • Become a trusted advisor to security leaders at enterprise organizations, helping them strengthen their cybersecurity programs and realize measurable value from BlueVoyant's Microsoft Security solutions. • Own strategic customer relationships end-to-end, working at the intersection of Sales, Product, Service Delivery, and Executive Leadership to drive adoption, retention, and long-term growth. • Join a global, mission-driven cybersecurity company defending organizations worldwide with cutting-edge data, technology, and expertise. • Competitive compensation and a comprehensive benefits package, with support for wellbeing, development, and career growth. About BlueVoyant BlueVoyant is an AI-driven cybersecurity company dedicated to standing between our customers and cyber threats. By combining human, artificial, and proprietary intelligence, we deliver a unified solution that protects every organization’s network, identities, vendors, and digital footprints as a single attack surface. The company’s award-winning Microsoft Security expertise helps organizations maximize their security investments while reducing risk and ensuring compliance. Led by CEO, John Hernandez, BlueVoyant’s highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200, and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies. Founded in 2017 by Fortune 500 executives, including Chairman of the Board, Jim Rosenthal, Vice Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, London, Budapest, and Latin America and is committed to building a workplace where talented people are empowered to do their best work in the fight against global cyber threats.. All employees must be authorized to work in the United States of America. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Disclaimer: Please note that pursuant to contractual requirements and applicable law, for employees to perform work on some of the company’s federal contracts, U.S. citizenship is required. Accordingly, an employee’s ability to perform work on such contracts is contingent upon the company’s verification of the employee’s citizenship status. #LI-AH1 #LI-Remote Important Information for Applicants: BlueVoyant uses AI-assisted tools within our applicant tracking system to help identify candidates whose experience and skills best match the requirements of a role. This technology provides hiring teams with added insights to support fair and efficient hiring decisions. All applications are reviewed by a member of our hiring team, and final hiring decisions are made by humans, not AI. By submitting your application, you acknowledge that AI tools may assist in the evaluation of your resume as part of the recruitment process. Interview Expectations: As part of our interview process, we assess your experience through real-time discussion, so we expect responses to be your own. While we embrace the use of AI within our business and recruitment process, we do not permit its use during interviews. Any suspected use of AI during an interview will be challenged, and this may include the use of detection tools. BlueVoyant Candidate Privacy Notice: To understand how we secure and manage your personal data upon submitting a job application, please see our Candidate Privacy Notice, which can be found here - Candidate Privacy Notice

Requirements

Must-haves

Position: Client Success Manager III
Reports To: Manager, CSM
Department: Client Success
Location: Remote, US (Eastern Time Zone)
Work Authorization: US Citizenship Required
Serve as the primary point of contact for customer requests, needs, communications, and escalations.
Act as the voice of the customer internally, advocating for customer success across BlueVoyant stakeholder groups.
Coordinate customer communications and engagement activities across internal teams and customer stakeholders.
Lead recurring customer meetings, operational reviews, working sessions, and escalation calls.
Manage the transition of customers from implementation to steady-state operations, establishing engagement models and communication cadences.
Drive customer adoption, engagement, and utilization of BlueVoyant products and services.
Support customer retention initiatives and renewal planning activities.
Identify, assess, and mitigate customer risks through proactive engagement strategies, churn mitigation plans, and escalation management.
Partner closely with Sales teams to identify opportunities for growth, expansion, and additional service adoption.
Collaborate with Executive Leadership to support BlueVoyant's strategic and highly complex customer accounts.
Prepare and lead Quarterly Business Reviews (QBRs) and customer value discussions.
Work closely with Product and Service Delivery teams to resolve customer concerns and provide timely updates.
Clearly communicate BlueVoyant offerings, service deliverables, operating procedures, and customer value.
Maintain an advanced understanding of assigned BlueVoyant solutions and cybersecurity capabilities.
What You'll Bring: • 5+ years of experience in Client Success, Customer Success, Professional Services, IT, Cybersecurity, or related technical customer-facing roles.
Proven experience managing large, complex enterprise accounts with multiple business units and executive stakeholders.
Hands-on experience with the Microsoft Security stack, including Microsoft Sentinel and Microsoft Defender, with the ability to discuss technical capabilities, integrations, and customer use cases.
Experience driving adoption and value realization for SaaS platforms and managed security services.

Nice-to-haves

Nice To Have: • Client relationship management experience within Managed Security Services, Cybersecurity, SaaS, or technology-focused organizations.

Application prep

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