Customer Success Specialist at Ralds & Agate

Mission / Purpose of the Job

• The Customer Success Specialist is responsible for managing and growing strategic customer relationships by ensuring alignment between customer business objectives and delivered managed security services.
• The role focuses on driving service adoption, value realization, customer satisfaction, retention, and revenue growth across the Managed Security Services (MSSP) portfolio through proactive engagement, strategic guidance, and effective issue resolution.

Job Responsibilities

• Act as the primary trusted advisor for customers, aligning security services with business, risk, and compliance objectives.
• Lead customer onboarding and enablement, ensuring rapid adoption of MSSP offerings
• Deliver executive-level service reviews, presenting performance metrics, security insights, risk posture, and actionable recommendations.
• Develop and execute customer success plans to drive service adoption, satisfaction, retention, and expansion.
• Partner with SOC, engineering, and OEMs to resolve issues efficiently and continuously improve service delivery.
• Manage and escalate critical customer issues with urgency, maintaining clear communication until resolution.
• Identify upsell and cross-sell opportunities, supporting renewals and expansions in collaboration with sales and account management.
• Contribute to the development and scaling of customer success processes, playbooks, and operating frameworks.
• Mentor junior team members, sharing best practices and supporting capability development.
• Drive customer advocacy by identifying references, testimonials, and case study opportunities.
• Stay current on cybersecurity trends, MSSP market developments, and evolving customers' needs to provide informed guidance and thought leadership.

Job Specifications: Minimum & Preferred Requirements
Education / Business Degree:

• Bachelor’s degree in Business, Information Technology, Computer Science, Cybersecurity, or a related discipline.
• Relevant professional certifications in cybersecurity, IT service management, or customer success are an added advantage.

Work Experience:

• 4 - 7 years experience in Customer Success, Account Management, Consulting, or Service Delivery roles.
• Prior experience within cybersecurity, MSSP, IT services, or SaaS environments is required.
• Proven experience managing complex customer relationships and driving measurable outcomes.
• Demonstrated experience engaging senior stakeholders and delivering executive-level presentations.

Competencies, Skills & Attributes
Knowledge:

• Managed Security Services (MSSP) delivery models.
• Core cybersecurity concepts including SOC operations, SIEM, incident response, vulnerability management, and compliance.
• Customer success frameworks and lifecycle management.
• Service delivery and performance management.

Skills:

• Customer relationship management
• Strategic communication and presentation
• Executive stakeholder engagement
• Issue management and escalation
• Cross-functional collaboration
• Service performance analysis
• Problem-solving and decision-making
• Commercial awareness and growth identification.

Behavioral Attributes:

• Customer-centric mindset
• Strong ownership and accountability
• Proactive and results-driven
• High integrity and professionalism
• Excellent interpersonal skills
• Ability to work under pressure
• Collaborative and team-oriented
• Continuous improvement mindset.