JobsCustomer Success ManagerMiamiCustomer Success Manager
Guardz
Posted yesterday
Customer Success Manager
Guardz · Miami, Florida, United States
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In short
You will manage a portfolio of MSP accounts throughout the entire customer lifecycle, focusing on onboarding, adoption, and expansion. Additionally, you will pilot AI-enabled workflows and help develop scalable processes to improve customer retention and time-to-value.
What they're looking for
MUST-HAVE SKILLS
ALSO MENTIONED
Candidates must have at least 3 years of experience in Customer Success or Account Management within a B2B SaaS environment. Strong analytical skills, the ability to manage high-velocity customer bases, and excellent communication skills are essential for this role.
About the employer
Guardz
Agentic Workspace Security for the Modern MSP
Guardz is an agentic workspace security for the modern MSP. It unifies the security controls MSPs need into a single platform, replacing siloed tools with full visibility and real-time action across identities, endpoints, email, awareness, and more.
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Our identity-centric approach connects signals across environments, turning fragmented data into clear, actionable context so MSPs can see, understand, and act on user risk in real time. With 24/7 MDR, agentic AI triages and acts at machine speed while expert analysts validate and guide response, giving MSPs scalable protection without adding headcount. Backed by an elite research and threat hunting team, Guardz strengthens detection and turns signals into decisions. Our mission is simple. Give MSPs the scale, confidence, and clarity to stay ahead of attackers and protect every SMB they serve.
- INDUSTRY
- Computer and Network Security
- COMPANY
- Privately Held
- FOUNDED
- 2022
- HEADQUARTERS
- Miami , Florida
- SIZE
- 51-200
- OFFICES
- 3 on LinkedIn
KNOWN FOR
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Questions about this role
- Is this Guardz role remote?
- Tagged on site.
- Does it sponsor visas?
- Listed as no visa sponsorship.
- What experience does it ask for?
- Listed as 2-5 years.
The posting, in full
Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 120 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one platform, and continue to grow and expand our team, our partnerships and our revenue.
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Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 120 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one platform, and continue to grow and expand our team, our partnerships and our revenue.
Customer Success at Guardz is being rebuilt around AI, data, and digital-first engagement, and this role sits at the center of that shift. Playbooks are still being written and automation is actively being developed, so we’re looking for someone who takes action without waiting for perfect structure - sharp, curious, accountable, and energized by building. You’ll own a portfolio of MSP accounts end-to-end and be measured on retention, adoption, time-to-value, and expansion.
Responsibilities
- Own a portfolio of MSP accounts from post-sales handoff through onboarding, adoption, renewal, and expansion.
- Lead onboarding, adoption check-ins, business reviews, and renewals with clear agendas and documented next steps.
- Guide new partners to first value and monitor adoption to catch risk before it affects renewals.
- Use health scores, usage data, and AI-generated insights to prioritize outreach and own resolution plans for at-risk accounts.
- Identify and qualify expansion opportunities, leading upsell conversations in partnership with Sales.
- Pilot AI-enabled CS workflows and help build the playbooks and processes that scale the team.
Requirements
- 3+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS.
- Experience managing a high-velocity, full-lifecycle customer base across low-touch engagement models.
- Proven ability to manage a book of business — driving retention, spotting expansion, and owning outcomes.
- Comfort using data, dashboards, and customer signals to prioritize work and make decisions.
- Strong written and verbal communication, with the ability to build trust with owners, technical leads, and decision-makers.
- Strong presentation and facilitation skills across trainings, business reviews, and executive conversations.
- High agency and follow-through: you close loops, keep commitments, and hold yourself accountable.
Preferred Qualifications
- Experience with MSPs, MSSPs, channel partners, or technology resellers.
- Hands-on use of AI tools as part of a CS workflow (Claude a plus).
- Familiarity with customer success platforms such as Totango, ChurnZero, or Gainsight.
- Comfort with health scoring, churn-risk analysis, and customer journey mapping.
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