Customer Success Manager

About the role

As a Customer Success Manager at Guardsix, you will be responsible for driving retention, adoption and expansion of our cybersecurity solutions across a portfolio of high‑value resellers, MSSPs and their end‑customers. You will act as the trusted advisor for partners, ensuring they derive measurable value from our offerings and supporting them throughout the post‑sales lifecycle.

Key responsibilities

• Drive retention and account‑based growth within the assigned partner portfolio.
• Onboard and continuously enable partners and their customers.
• Manage renewal and upsell opportunities end‑to‑end.
• Monitor partner and customer health, identify risks early and implement mitigation actions.
• Conduct quarterly business reviews to assess performance, KPIs and growth potential.
• Provide best‑practice guidance, use‑case recommendations and operational support.
• Collaborate with partners to improve service delivery quality and customer satisfaction.
• Maintain accurate data on partner health, adoption metrics and account status.
• Relay structured feedback to internal product, program and sales teams.

Required profile

• Proven experience in Customer Success, Account Management or Partner Success in a B2B environment.
• Experience working with partner ecosystems such as MSSPs, MSPs and resellers.
• Strong focus on retention, adoption and customer lifetime value.
• Excellent relationship‑building and stakeholder‑management abilities.
• Data‑driven, structured approach to managing success metrics.
• Ability to engage both technical and business stakeholders.
• Willingness to travel across the region and occasionally within Europe.
• Full professional proficiency in spoken and written German.

Required skills

• Proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight).
• Experience tracking adoption metrics, health scores and success KPIs.
• Solid understanding of cybersecurity or software solutions.
• Ability to translate technical capabilities into business value.