Client Success Manager

About the Role

Evolve Security is seeking a dedicated Client Success Manager to join our Client Success and Delivery team. This role is ideal for individuals who excel at fostering strong client relationships, ensuring smooth project execution, and proactively addressing potential issues to maintain client confidence from start to finish.

This position merges client success, project management, and account management responsibilities. As a client-facing role, the Client Success Manager oversees cybersecurity projects throughout their lifecycle, ensuring timely and high-quality delivery.

Key Responsibilities

• Act as the main liaison for assigned clients during active projects, ensuring clients feel informed, supported, and confident in the delivery process.
• Manage client expectations, project scopes, communication schedules, deadlines, and deliverables aligned with the Statement of Work.
• Facilitate client communication including kickoff meetings, status updates, regular project meetings, follow-ups, closeout discussions, and escalation processes.
• Collaborate closely with security engineers and delivery leaders to ensure projects are completed on time, within scope, and with high standards.
• Develop strong relationships with client stakeholders by understanding their business, communication styles, priorities, and objectives.
• Identify and escalate risks concerning scope, scheduling, responsiveness, client satisfaction, delivery standards, or contract renewal prospects.
• Support client onboarding and project preparation by verifying necessary information, access, documentation, and stakeholder alignment.
• Assist with Quarterly Security Reviews, client check-ins, preparation for renewals, and other client success initiatives as assigned.
• Discover opportunities to enhance client satisfaction, deepen relationships, and improve the overall client journey.
• Spot potential for contract expansions, renewals, or additional service sales and communicate these insights internally.
• Contribute to refining internal procedures, communication guidelines, project quality, and delivery consistency.

Success Criteria

Success in this position means clients are consistently informed on project status, upcoming actions, and have a clear contact for support. Internally, it means delivery teams receive timely information, risks are flagged promptly, communication remains steady, and client expectations are well managed.
An effective Client Success Manager creates an organized, transparent, and professional client experience, building trust both externally and within teams, while ensuring projects progress smoothly without unnecessary complications.

Qualifications and Requirements

• Minimum 3 years' experience in client success, project management, service delivery, account management, professional services, or comparable client-facing roles.
• Proven ability to manage client-facing projects with detailed project plans, timelines, communication plans, action tracking, and stakeholder management.
• Experience working with Statements of Work including defining project scope, deliverables, and client commitments.
• Comfortable engaging directly with clients at all levels, including executives, technical teams, and cross-functional departments.
• Experience managing relationships across clients and internal teams is an advantage.

About Evolve Security

Evolve Security is a Chicago-based cybersecurity services company committed to enhancing clients' security postures through continuous penetration testing, training, and talent provision.
We also operate Evolve Academy, a leading cybersecurity bootcamp ranked #1 globally. The Chicago-based bootcamp offers immersive training designed to equip students with practical cybersecurity skills through hands-on work with nonprofit organizations.
Our mission is to improve customer security while addressing the demand for qualified cybersecurity professionals through training.

Benefits

• Competitive annual salary ranging from 75000 to 85000 USD.
• Comprehensive healthcare benefits.
• 401(k) retirement plan with company matching.
• Parental leave provisions.
• Flexible paid time off policy.
• Annual reimbursement for vacation expenses.