Customer Success Manager

About the Company

BullWall is a data-layer security operations platform used by more than 750 organizations in government, healthcare, financial services, and other critical infrastructure sectors. Based in Denmark and active across Europe and North America, the company focuses on the first 15 minutes after a confirmed ransomware incident — the stage that many security tools and processes fail to fully address.

The platform brings together real-time file-level detection, an automated response workflow, strong containment controls, and a recovery checkpoint tied to compliance requirements. Together, these capabilities create a repeatable and auditable incident response process that reduces dependence on static playbooks and individual effort.

Across North America, ransomware preparedness is increasingly mandatory rather than optional. Organizations are being pushed by CISA guidance, SEC cyber disclosure rules, HIPAA breach requirements, CMMC obligations for defense contractors, and a more demanding cyber insurance market to prove they can respond in a tested and traceable way, not merely detect threats. BullWall is designed to support that need end to end using the tools companies already have.

About the Role

As Customer Success Manager, you will manage BullWall’s North American customer base throughout the full lifecycle. Your work spans three main areas at once: helping customers go live and realize value quickly, handling renewals with precision so nothing is missed, and spotting the right opportunities to expand accounts or move customers to newer platform capabilities. You will own the customer relationship for your portfolio, represent the customer internally, and be accountable for the outcomes that determine whether accounts renew and grow.

Responsibilities

• Guide new customers through a structured onboarding process, driving activation of detection analytics, the response workflow, and key integrations while keeping time-to-first-value closely tracked.
• Own the complete renewal process for your accounts, including early risk detection, stakeholder coordination, negotiation support, and closing renewals on time through a well-maintained HubSpot pipeline.
• Track account health, adoption trends, and satisfaction indicators; step in early when usage drops or concerns appear, using QBRs, health scoring, and product activity data to protect retention.
• Identify expansion and migration opportunities within your book of business, including moves from legacy platform versions to newer capabilities, and partner with Sales when an opportunity is large enough to warrant joint handling or handoff.
• Help customers position BullWall’s compliance evidence capabilities against obligations related to HIPAA, CMMC, CISA, and cyber insurance, especially in regulated industries where compliance alignment can influence renewals and expansion.

Qualifications

• At least 3 years of experience in customer success, renewals, or account management within a B2B SaaS environment, with proven renewal results and experience managing 30 or more accounts at once.
• Hands-on ownership of onboarding programs and a strong ability to drive adoption in time-constrained organizations using structured check-ins and product usage signals.
• Solid commercial judgment, including comfort with renewal negotiations, ability to identify expansion opportunities independently, and understanding of ARR, NRR, and churn.
• Strong multi-stakeholder management skills, with the ability to communicate effectively with technical contacts, executive sponsors, and finance leaders depending on the situation.
• Practical experience using HubSpot for renewal planning, account health monitoring, and activity logging; experience working with channel partners or MSSPs is a plus.
• Working knowledge of CISA guidance, NIST CSF, HIPAA, or CMMC, along with the ability to discuss how BullWall supports customer compliance obligations.

Preferred Skills

• Experience in cybersecurity or a related B2B SaaS environment.
• Background managing renewals for government, healthcare, financial services, or critical infrastructure customers.
• Comfort operating in a growth-stage organization where customer success processes are still evolving.

Compensation and Benefits

The role offers a competitive base salary aligned to experience, plus a performance bonus linked to renewal attainment and net revenue retention. It is fully remote, with occasional travel across North America for customer meetings and events. Benefits include health, dental, and vision insurance, as well as a 401(k) plan. Employment administration is handled through Rippling.

Equal Opportunity

BullWall states that it is committed to building a diverse and inclusive workplace.