• Own a portfolio of 150–300 customers with clear accountability for retention, adoption, and expansion outcomes • Proactively engage customers through calls, meetings, and scaled campaigns to drive value and momentum • Monitor health signals, usage data, and renewal indicators to prioritize the highest-impact actions • Lead renewal strategy and execution, reducing risk and securing long-term partnerships • Identify and drive expansion opportunities in partnership with Sales • Run efficient, scalable motions (segmentation, automation, 1:many engagement) to maximize reach and impact • Conduct discovery to understand goals, align on outcomes, and position Newsela as a strategic partner • Solve root causes of customer challenges rather than addressing surface-level symptoms • Maintain accurate forecasting, planning, and execution tracking in our systems • Leverage core tools (ex. Salesforce, Gainsight, Gong, Salesloft) to manage your book of business with consistency, operational rigor, and clear process adherence • Continuously seek feedback and improve your approach to raise the bar on performance and outcomes

Role Description Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT cybersecurity. We defend some of the world’s largest organizations and critical infrastructure in more than 68 countries and we’re just getting started. As we expand our product portfolio and global presence, our Customer Success department is hiring an Associate Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate. In this role, you will: - Develop and manage a customer portfolio of small to mid-sized customers. - Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers. - Minimize customer churn through customer success plans and customer lifecycle management. - Resolve customer requests and concerns ensuring improvements to customer experience. - Conduct product demos. - Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally. - Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information. - Work across departments ensuring proper customer visibility and outcomes are met. Qualifications - Bachelors degree in Computer Science or Cyber Security, MBA (a plus) - 1+ years of work experience in a relevant technical customer-facing role - Experience in performing project management activities - Excellent communication and interpersonal skills - Must be comfortable presenting and explaining technical concepts to both technical and non-technical audience - Accountability, personal organization, and ability to multi-task - Self-driven and proactive nature - Patient and active listener - Passion for service - Internship experience as a CSM for a Cyber security vendor (a plus) - Experience using a CSM platform such as Gainsight or Planhat (a plus) - Demonstrable experience of using AI‑enabled tools as part of day‑to‑day work activities to improve efficiency, quality, or decision‑making. - Ability to work effectively with AI‑assisted tools while applying sound professional judgement and accountability for outputs. Core Competencies - Active Listening and Communication - Business Insight and Acumen - Drive for Results (Get things done) - Emotional Intelligence (EQ), Interpersonal skills and Empathy - Objection Handling, Influencing and Negotiation - Planning & Organizing - Professional & Technical Expertise - Relationship Building and Customer Focus - Resilience and Adaptability - Solution Orientated Mindset - Teamwork, Collaboration and Cultural Alignment Benefits - Health & Wellness - Financial - Work-Life Balance - Unparalleled Flexible Time-Off Company Description Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.

• Owning all covered entity partner relationships end-to-end, from onboarding through renewal and expansion • Defining what an 11/10 experience looks like for our partners, which includes everything from running structured MBRs/QBRs to building partnership roadmaps • Identifying and closing expansion opportunities through consultative, partnership-oriented selling • Serving as the voice of the partner internally by translating their needs to product, clinical, and operations teams • Strategically growing our relationship with existing CE partners by helping them access new services through Freddie that benefit patient care and our respective missions • Developing and delivering compelling pitches grounded in data, outcomes, and mission alignment • Representing Freddie at industry events and conferences to build upon Freddie’s reputation in the 340B and community health ecosystem • Oversee the Partnerships Success Manager who collaborates with other teams to ensure partners are invoiced and data reports are created and QA’d. Accountable for accuracy and partner trust; not expected to do the manual work. • Ensure all operational processes are documented, reliable, and improving over time. The goal: if any person in this function left tomorrow, someone else could pick up.

• Own the end-to-end onboarding journey for new users, ensuring they reach first-value as quickly as possible. • Analyze the customer journey to identify friction points and work with the Product team to improve the overall 'look and feel' of the user experience. • Provide world-class support by not just fixing the 'what,' but explaining the 'why,' helping users become more self-sufficient over time. • Collaborate with cross-functional teams, including sales, marketing, and product, to address customer needs and concerns. • Provide insights from customer interactions to contribute to the improvement of products and services.