Customer Success Manager

About Bitdefender

Bitdefender is a global cybersecurity company focused on preventing, detecting, and responding to threats for consumers, businesses, and public-sector organizations. Its platform supports privacy, digital identity, and data protection, while helping customers build stronger cyber resilience. The company invests heavily in research and development, with Bitdefender Labs identifying large volumes of new threats every minute and validating billions of threat queries each day. Known for innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence, Bitdefender’s technology is licensed by more than 180 well-known technology brands. Established in 2001, the company serves customers in 170+ countries and operates from offices worldwide.

Role Overview

Bitdefender is seeking a Customer Success Manager to join its expanding Global Customer Success team in support of the Enterprise segment. This is a strategic, non-sales role centered on customer retention, product adoption, satisfaction, and long-term value realization. In this role, you will partner with customers as a trusted advisor, helping them achieve their business and security goals while getting maximum value from Bitdefender’s solutions and services.

You will also act as a coordination point across internal teams such as Sales, Support, Professional Services, MDR/SOC Operations, Product Management, and Engineering. The role calls for strong communication, relationship-building, organization, and the ability to thrive in a fast-moving, highly collaborative cybersecurity setting.

Key Responsibilities

• Create and maintain a positive, value-focused customer experience across the full lifecycle.
• Track the customer journey from onboarding through active engagement and pre-renewal stages, following Bitdefender’s Customer Success framework.
• Build trusted relationships by understanding each customer’s priorities, technical setup, operational pain points, and success measures.
• Spot risks related to engagement, adoption, operations, or retention early and work with internal teams to reduce them.
• Watch customer health signals, usage patterns, and engagement indicators to ensure ongoing value delivery.
• Organize and run customer-facing meetings such as onboarding sessions, operational reviews, EBRs, QBRs, technical check-ins, and strategy alignment discussions.
• Work closely with Account Managers, Renewals, Channel partners, Support, Professional Services, Solutions Engineering, and Product teams to provide a smooth customer experience.
• Help manage customer escalations and major incidents by coordinating internal teams and keeping customers informed.
• Support customers using MDR/MXDR services through Security Account Management activities, including recurring reviews, incident coordination, and collaboration with the MDR SOC team.
• Take part in operational coverage rotations for urgent customer issues, incident coordination, and after-hours PagerDuty-based escalation workflows.
• Help improve Customer Success processes, workflows, engagement models, and internal operating practices.
• Share customer feedback and strategic insights internally to enhance customer experience, retention, and efficiency.
• Serve as a customer advocate and strengthen alignment across functions and teams.

Qualifications

The ideal candidate brings 3 to 5 years of experience in Customer Success, Account Management, Technical Account Management, Customer Support, Professional Services, or a similar customer-facing role within software, SaaS, or cybersecurity.

You should have strong relationship management skills, excellent communication, and the ability to engage stakeholders effectively. Experience handling enterprise or mid-market customers in a fast-paced technology environment is important, along with the ability to connect business goals with technical and operational outcomes.

The role also requires excellent spoken and written English, strong organization, prioritization, and multitasking skills, and a proactive, self-directed approach. You should be comfortable managing several customer priorities at once and able to handle escalations while coordinating cross-functional resolution efforts. A higher education degree or equivalent professional experience is required.

Preferred Experience That Will Help You Stand Out

• Background in cybersecurity, endpoint security, MDR/XDR, SaaS, enterprise software, cloud, or IT infrastructure environments.
• Experience in Technical Customer Success, Security Account Management, Technical Account Management, Solutions Engineering, or another technical customer-facing role.
• Working knowledge of cybersecurity concepts, enterprise IT infrastructure, endpoint protection, integrations, APIs, SIEM/SOAR workflows, cloud technologies, or security operations processes.
• Exposure to MDR, SOC operations, incident management, or security escalation workflows.
• Experience with customer success or CRM tools such as ChurnZero or similar lifecycle management platforms.
• Cross-functional collaboration with Support, Engineering, Product Management, Professional Services, or Security Operations teams.
• Experience delivering executive discussions, customer reviews, adoption sessions, QBRs, or EBRs.

Additional Information

This role is based in the United States and is structured as a full-time onsite position. The description also notes that the team operates in a fast-paced, highly collaborative environment and that the role may involve after-hours escalation coverage through PagerDuty. No salary, stipend, or start-date details were provided.