Full-Time Customer Success Manager

Analyst1 provides disruptive technology, designed around the analyst first. Our threat intelligence platform provides automation and efficiencies, putting the analyst back into the role they thrive in – thinking.

Threat intelligence is at the heart of our technology that integrates disparate controls into a single platform, automates analyst workflows and cyber defense mitigation actions, and enables organizations to have intelligence-driven operations at the heart of their security missions.

Our systems are specifically designed by cyber analysts, for cyber analysts. The web-based platform focuses on making the daily job easier for our end-users. We proudly create software that is in-house employee-built.

About the role

As a Customer Success Manager (CSM), you will embed yourself with assigned customers to provide understanding, relationships, support, and solutions resulting in Analyst1 being an essential part of how customers execute their security mission. Additionally, you will be our company’s expert in our platform, advising & leading many operational user communities to achieve each group’s unique goals.

You will spend your days working closely with customers to ensure they are effectively using Analyst1 to proactively defend their environment, specifically adopting strategies and workflows to improve defensive capabilities and efficiencies.

What you’ll do

1. Gain a complete understanding of Analyst1’s role in ideal and current customer operations.
2. Work with customers to ensure they are leveraging the product and achieving success.
3. Deriving and disseminating best practices that help drive customer adoption of Analyst1.
4. Take responsibility for a customer’s adoption, renewal, and expansion of software’s use and licenses sold.
5. Understand the daily workings of small to large cyber teams (and the organizational complexities of many teams using Analyst1 together).
6. Provide strategies for adoption and training of end users to ensure retention.
7. Develop support documentation, including training and user guides.
8. Provide product feedback to product team based on customer experiences.
9. Lead cadences, quarterly baseline reviews, and other customer-facing adoption and health evaluation events.

What you’ll bring

• Experience with cyber intelligence, cyber automation, or cyber defense roles & industry.
• Strong technical background and ability to speak to engineers and end users as a former “person in the chair” in one or more cyber analyst roles, such as CTI, SOC, Threat Hunting, VM, or others.
• Strong troubleshooting, presentation, and consultative skills.
• Comfortable speaking technically with analysts and strategically with senior executives.
• Strong verbal and written communication skills, including communicating directly with clients.
• BA/BS or equivalent combination of education and experience.
• Bonus if you have
• Experience producing or using cyber threat intelligence.
• Experience working with ITSM/ticketing solutions.
• Experience supporting SOC operations.
• Experience working with and/or configuring SIEM/Log Manager tools (e.g., Splunk, ELK, Exabeam, Devo).
• Experience authoring signatures (aka rules/alerts) to aid in malicious activity detection (including but not limited to SNORT, YARA, SURICATA).
• Experience illustrating malicious activity trends based on triaged/vetted malicious network activity.
• Background as government civilian or contractor.
• Current or past DHS suitability or DoD clearance or are eligible for Security Clearance.

What is the last date for applying to the job?

Which countries are accepted for this remote job?