Customer Success Manager

About this role

Responsibilities

• Customer Relationship Management:
• Build and nurture appropriate relationships with key stakeholders to drive trust and ensure satisfaction, solution adoption, and alignment with business goals.
• Onboarding & Implementation Support:
• Lead and/or facilitate new end-customer onboarding processes, ensuring quick time-to-value with effective deployment and enablement strategies.
• Product Adoption & Optimization:
• Monitor product usage metrics and customer health to proactively drive adoption, minimize churn risk, and identify upsell opportunities. 2 Key Responsibilities continued:
• Account Expansion:
• Partner with Sales to identify and qualify expansion opportunities across your portfolio. Help customers explore additional products, services, or vendors in the distribution ecosystem.
• Advocacy & Voice of Customer:
• Collect feedback and insights from customers to influence product development and improve operational processes. Act as the voice of the customer internally.
• Renewals & Retention:
• Own renewals in partnership with Sales and Contracts teams, ensuring strong NRR (Net Revenue Retention) and minimal churn.
• Process Improvement & Documentation:
• Help build and refine scalable success plans, playbooks, and engagement models appropriate for a distribution business.

Requirements

• 5+ years in Customer Success, Account Management, or equivalent roles in a B2B SaaS or cybersecurity environment.
• Experience working in or with cybersecurity software, ideally in a vendor, VAR, or MSSP model.
• Demonstrated ability to manage enterprise or high-touch accounts with a consultative, valuedriven approach.
• Strong understanding of cybersecurity technologies and/or IT infrastructure solutions.
• Excellent communication, stakeholder management, and problem-solving skills.
• Familiarity with tools like Salesforce, Gainsight, HubSpot, Client Success, or similar CS and CRM platforms.
• Ability to work cross-functionally with Sales, Product, and Support in a fast-paced environment.
• Preferred Qualifications:
• Experience in cybersecurity channel sales or software distribution environments.
• Technical background or certifications (e.g., CompTIA Security+, CISSP, or vendor-specific certifications).
• Experience with usage-based or consumption models and metrics like NRR and CSAT
• Working Conditions
• Professional, office environment.
• Local (in-country) travel required.
• Occasional non-standard work hours or overtime as business requires.
• Remote / Work-from-home.
• What You'll Gain
• Influence and impact across high-profile accounts in a mission-critical industry •
• Support from a collaborative, cross-functional success and services team
• Competitive compensation with bonus and career development pathways
• Exposure to leading cybersecurity technologies and trends
• A customer-first culture with leadership committed to your success
• Key Skills
• At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.
• What’s In It For You?
• Elective Benefits:
• Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career:
• Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being:
• Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion:
• It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization
• : Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community:
• Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
• Don’t meet every single requirement? Apply anyway.
• At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!
• We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.
• TD SYNNEX is an E-Verify company