Skills
Customer Success
Cyber Threat Intelligence
Unified Risk Platform (URP)
About the Role
Group-IB is seeking a mid-level Customer Success Manager to help customers succeed with the Unified Risk Platform (URP). In this people-focused role, you’ll guide onboarding, build strong relationships, and ensure clients achieve measurable outcomes—while supporting the company’s retention and growth.
Responsibilities
- Coordinate smooth onboarding, training sessions, and recurring check-ins within the URP scope
- Own customer requests and technical issue resolution from identification through confirmed closure
- Ensure customers fully adopt the URP platform by guiding them through features, use cases, and updates
- Create and maintain project plans to keep customer initiatives on track
- Proactively monitor account health and address risks such as underutilization, integration issues, or satisfaction drops
- Serve as the primary point of contact for customer questions, challenges, and escalation paths
- Identify expansion and renewal opportunities by demonstrating continuous value
- Gather and review customer feedback, including surveys and feedback sessions, and work with the team lead to improve customer experience
- Share relevant updates on trends, platform capabilities, and improvements tied to customer projects
Requirements
- 3 to 5 years of experience in customer success, account management, or a technical/cybersecurity-related function
- Basic understanding of Cyber Threat Intelligence, Digital Risk Protection, and Attack Surface Management concepts
- Strong communication skills with the ability to clearly explain solutions to customers and internal teams
- Experience managing internal customer experience initiatives and organizing customer feedback (e.g., customer journey inputs)
- Higher education (technical degree preferred)
- Fluency in Portuguese and English; Spanish is a plus
- CV submission in English
Benefits
- Company-funded professional certifications (e.g., CEH, CISSP, OSCP and other specialization tracks)
- Opportunity to work with real-world cybersecurity challenges and industry-recognized solutions
- International, mission-driven team and ongoing career growth through internal mobility
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