Role Description We are hiring a Customer Success Manager to own the full post-sale lifecycle across a portfolio of enterprise customers. This role is responsible for onboarding, driving adoption, ensuring measurable outcomes, and owning renewals and expansion. You will work directly with CISOs and security teams to ensure Astelia becomes a critical part of their vulnerability management strategy. Key Responsibilities - Customer Ownership - Own a portfolio of enterprise accounts from onboarding through renewal - Build relationships with CISOs, security leaders, and operational teams - Serve as the primary post-sale point of contact - Onboarding and Time to Value - Lead onboarding in partnership with Sales Engineering - Drive fast time to value aligned to customer priorities - Ensure smooth transition from POV to production - Adoption and Value Realization - Build and execute success plans tied to business outcomes - Drive product adoption across security and engineering teams - Track and communicate ROI including reduction in remediation backlog and improved SLAs - Renewals and Expansion - Own renewals and forecast retention - Identify and drive expansion opportunities across assets and modules - Partner with Sales on upsell and cross-sell motions - Customer Advocacy - Develop executive sponsors and customer champions - Drive references, case studies, and advocacy - Capture product feedback and influence roadmap - Cross-Functional Collaboration - Work closely with Sales, Product, and Engineering - Manage escalations and ensure high customer satisfaction - Bring structured customer insight into GTM and product strategy Qualifications - 5+ years in Customer Success, Account Management, or related SaaS role - Experience working with enterprise customers - Cybersecurity experience strongly preferred - Track record of driving retention and expansion - Ability to manage complex stakeholders and environments - Strong executive communication skills What Success Looks Like - High retention and expansion across accounts - Customers achieve measurable risk reduction and operational efficiency - Strong executive relationships and customer advocacy - Consistent and fast onboarding to production

• Atender consultas, brindar soporte y seguimiento a solicitudes, consultas y registros de información tanto por llamadas como por canales escritos, en inglés. • Trabajar remotamente desde la comodidad de casa.

• Support clinicians across live chat, phone, and online training channels, ensuring every interaction is empathetic, accurate, and timely • De-escalate frustration with patience and care, turning difficult moments into positive experiences that build long-term trust • Take full ownership of queries from first contact to resolution, never leaving a clinician without a clear path forward • Identify when an issue requires escalation and transition it smoothly to the right team member or channel • Proactively share tips, guidance, and best practices to help clinicians get more value from Lyrebird • Translate technical concepts into clear, accessible language that builds clinician confidence rather than adding to it • Spot recurring pain points and advocate internally for product and process improvements • Collaborate across departments to ensure clinicians always receive consistent, high-quality support

• Handle inbound interactions for major brands • Assist customers with questions, service requests, account needs, and product support • Use guided systems and resources to deliver high-quality customer care • Maintain professionalism, accuracy, and brand alignment • Offer schedule flexibility once certified