Customer Success Manager (US Remote) at Upwind Security

United States

<p class="editor-paragraph"><b><strong class="editor-text-bold" style="white-space: pre-wrap;">About The Position</strong></b></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you’ll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.</span></p><p class="editor-paragraph"><span style="white-space: pre-wrap;">We’re looking for a Customer Success Manager (CSM) to own the strategic relationship with our customers, drive business value, and ensure long-term retention and growth. As the counterpart to our Technical Account Managers, you’ll focus on the customer’s outcomes, executive alignment, program management, renewal/expansion, and value realization across the Upwind platform.</span></p><p class="editor-paragraph"><b><strong class="editor-text-bold" style="white-space: pre-wrap;">Responsibilities</strong></b></p><ul class="editor-list-ul"><li value="1" class="editor-listitem"><span style="white-space: pre-wrap;">Serve as the primary business-facing contact and trusted advisor for assigned strategic customers.</span></li><li value="2" class="editor-listitem"><span style="white-space: pre-wrap;">Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams.</span></li><li value="3" class="editor-listitem"><span style="white-space: pre-wrap;">Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales.</span></li><li value="4" class="editor-listitem"><span style="white-space: pre-wrap;">Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap.</span></li><li value="5" class="editor-listitem"><span style="white-space: pre-wrap;">Collaborate with Sales on long-term account strategy and positioning of relevant Upwind capabilities.</span></li><li value="6" class="editor-listitem"><span style="white-space: pre-wrap;">Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria.</span></li><li value="7" class="editor-listitem"><span style="white-space: pre-wrap;">Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria.</span></li><li value="8" class="editor-listitem"><span style="white-space: pre-wrap;">Build strong relationships across executive, security, DevOps, and cloud leadership.</span></li><li value="9" class="editor-listitem"><span style="white-space: pre-wrap;">Ensure customers achieve measurable outcomes by operationalizing Upwind within their workflows and expanding usage over time.</span></li><li value="10" class="editor-listitem"><span style="white-space: pre-wrap;">Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts.</span></li></ul><p class="editor-paragraph"><br></p> <br><h3>Requirements</h3> <ul class="editor-list-ul"><li value="1" class="editor-listitem"><span style="white-space: pre-wrap;">3-5+ years in Customer Success, Account Management, or similar client-facing roles in SaaS or cybersecurity.</span></li><li value="2" class="editor-listitem"><span style="white-space: pre-wrap;">Strong understanding of cloud security programs, modern security org structures, and value-driven success methodologies.</span></li><li value="3" class="editor-listitem"><span style="white-space: pre-wrap;">Exceptional communication, stakeholder management, and executive presentation skills.</span></li><li value="4" class="editor-listitem"><span style="white-space: pre-wrap;">Proven track record of driving adoption, managing complex accounts, and leading cross-functional programs.</span></li><li value="5" class="editor-listitem"><span style="white-space: pre-wrap;">Comfortable working in fast-paced environments and influencing both customer and internal priorities.</span></li><li value="6" class="editor-listitem"><span style="white-space: pre-wrap;">Experience partnering with technical teams (TAMs, SAs, Product) and Sales to support customer outcomes and retention.</span></li><li value="7" class="editor-listitem"><span style="white-space: pre-wrap;">Ability to connect technical capabilities to business impact, security outcomes, and ROI.</span></li></ul>