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Senior Customer Success Manager - Italy, Siena
Client: Group-IB
Location:
Job Category: Other
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EU work permit required: Yes
Job Reference:
1468146965689663488337159
Job Views:
2
Posted:
03.06.2025
Expiry Date:
18.07.2025
Job Description:
About Group-IB
Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company's DNA, shaping its technological capabilities to defend businesses and citizens and support law enforcement operations.
Group-IB's Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities.
Each of us can help make the world a safer place. Join us
The role:
The Customer Success Manager is a dynamic, people-focused role where candidates can make a meaningful impact on our customers' journey with URP.
As a CSM, the candidate will empower customers to achieve their goals while directly contributing to the company's growth and success. We seek talented, open-minded, and skilled people who enjoy building relationships, problem-solving, and delivering exceptional customer experiences.
Tasks to solve:
* Help customers with onboarding, training, and regular check-ins within URP scope.
* Create and update project plans to keep everything on track.
* Maintain communication with customers and team to ensure seamless workflows.
* Identify and resolve potential issues early to keep customers satisfied.
* Share updates about new trends, features, or related topics.
* Serve as the main contact for customer questions and challenges.
* Prepare helpful materials and proactively ensure project progress.
* Monitor customer satisfaction through surveys and feedback.
* Keep systems and databases updated for effective project management.
* Continuously seek improvements in internal processes.
Qualifications:
* Knowledge of Cyber Threat Intelligence, Digital Risk Protection, and Attack Surface Management, along with information security systems.
* Experience in reporting, analyzing information, identifying patterns, and assessing impacts; experience as a client/account/pre-sales manager in B2B markets.
* Experience in a CSM role is advantageous.
* Excellent communication skills, with the ability to communicate clearly with customers, colleagues, and partners.
* Experience managing internal customer experience projects, including feedback collection and Customer Journey Mapping.
* Fluency in Italian (native) and advanced English proficiency, including technical English.
* Strong presentation and public speaking skills.
* Experience with service-desk systems.
* Please submit your CV in English.
Why GROUP-IB?
* Happiness at work: We prioritize employee happiness.
* Professional growth: Opportunities to advance as an expert, manager, or in other departments, including relocation or new business initiatives.
* International team: Work with experts in 25 countries, with products sold in 60 countries, recognized by Gartner, IDC, and Forrester.
* Cultural diversity: Respect for different languages, beliefs, and shared values.
* Economic stability: Sustainable growth supporting career development.
Additional information:
* Flexible schedule: Choose your working hours. Health insurance is provided.
* Certifications and training: Over 1,000 certificates, including CEH, CISSP, OSCP, GIAC, MCFE, BSI. Support for obtaining certifications.
* Challenges and rewards: Programs for soft skills, new competencies, and monetary incentives.
* Encouragement of innovation: Opportunities for blogging, writing, sports, and creative activities.
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