WHO WE ARE:

Headquartered in Canada with locations across the United States and around the globe with a footprint on six continents, Bulletproof, a GLI company has decades of technology, security, and compliance expertise. Bulletproof’s work in the security space has been recognized nationally and globally with Microsoft’s global Security Partner of the Year in 2021 and the Microsoft Security Trail-Blazer Award in 2024.
At Bulletproof, our vision is to serve, secure, and empower the world through people and technology; one customer at a time. We believe everyone has the right to feel safe and secure. Our mission is to serve and protect organizations to ensure their success.

POSITION SUMMARY:

Working closely with Sales, Service Delivery and Our Customers, the Customer Success Manager ensures that Bulletproof solutions are meeting customer expectations and continue to solve customer challenges as their business priorities change.

REQUIRED EDUCATION/SKILLS/CREDENTIALS/QUALIFICATIONS:

• 2+ years’ progressive experience in Customer Success, Account Management, and/or Sales.
• Experience working in or with Managed Service Providers (MSPs) or Security Operations Centers (SOCs) is a strong asset.
• In addition to traditional Customer Success responsibilities, this role requires a working knowledge of managed IT services and security operations.
• The ideal candidate will be comfortable navigating technical conversations with clients and internal teams, and will play a key role in identifying revenue opportunities as part of a broader customer growth strategy.
• Post-secondary educational degree.
• Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information.
• Project and client management experience or relevant experience.
• Excellent written and verbal communication skills.
• Strong presentation and public speaking skills.
• Excellent time management, organizational, problem solving, analytical skills.
• Ability to successfully work independently.
• Outstanding leadership abilities and the willingness to collaborate and consider diverse perspectives.
• Proven results in driving Customer Success and satisfaction, leading to both increases in retention and revenue growth.

• Translate technical service delivery into business value for stakeholders at all levels.
• Identify and support revenue-generating opportunities through consultative engagement and strategic account planning.
• Engage with customers in managed services and security environments to ensure alignment with technical and operational goals.
• Comfortable with sales-adjacent responsibilities, including identifying upsell opportunities and supporting renewals.
• Collaborate with Sales and Service Delivery to plan and organize customer success strategies.
• Partner with Sales & Service Delivery to develop a plan for ensuring Bulletproof is a valued and significant partner; identifying multi-level stakeholders, challenges Bulletproof is solving for the Client, success metrics, milestones, potential areas for growth and potential areas for risk.
• Communicate with internal leadership to understand customer needs, maximize retention, grow revenue, and provide excellent customer experience.
• Ensure that a plan is in place with each customer for service management, change management and ongoing success as the client’s business goals and challenges evolve.
• Orchestrate client experiences - throughout the customer’s lifecycle - with various cross-functional teams across Bulletproof (Sales, Solutions Specialists, Project Managers, Success Coaches, Technical Analysts) to support our customers ever evolving needs.
• Monitor product adoption and engagement; mining opportunities for deeper engagement as well as identifying any risks to the client’s stated business goals.
• Collaborate closely with team members to support pilot customers, renewals, and expansion opportunities.
• Drive retention by demonstrating client successes and value received throughout customer lifecycle.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Review the customer’s journey and use a consultative approach to help overcome issues and achieve the customer’s goals.
• Engage with customer key stakeholders and other influential stakeholders to identify, define, track and measure the overall impact of our aligned solutions to their organization.
• Ensure business outcomes are being achieved and value (ROI) is created and consistently communicated throughout customer lifecycle.
• Provide an exceptional level of service that elevates customer satisfaction & turns clients into advocates.
• Maximize customer satisfaction by conducting regular check-in calls for tactical items, quarterly health checks and annual strategic business reviews.
• Improve customer retention and pinpoint selling opportunities to meet long-term customer goals.
• Evaluate and mitigate risk management for each customer, proactively evade dissatisfaction, and drive retention throughout customer lifecycle.
• Escalate critical customer issues and ensure escalation ownership with internal resources.
• Proactively review accounts to identify opportunities to enhance customer experience.
• Identify opportunities for customers to act as advocates (e.g. testimonials, case studies)
• Establish a trusted/strategic advisor relationship with each customer.
• Establish relationships with customers proving you are a trusted and strategic advisor ensuring the continued value of our products and services.
• Understand the client’s business needs and goals.
• Demonstrate advanced insights and understanding of customer’s business/industry.
• Provide strategic consultation on best practices.
• Advocate on behalf of the client internally.
• Function as the Voice of the Customer and provide internal feedback on how Bulletproof can continually improve our processes, services and value for our customers.