Come join Deepwatch’s team of world-class cybersecurity professionals and the brightest minds in the industry. If you're ready to challenge yourself with work that matters, then this is the place for you. We're redefining cybersecurity as one of the fastest growing companies in the U.S. – and we have a blast doing it!
Who We Are
Deepwatch is the leader in managed security services, protecting organizations from ever-increasing cyber threats 24/7/365. Powered by Deepwatch’s cloud-based security operations platform, Deepwatch provides the industry’s fastest, most comprehensive detection and automated response to cyber threats together with tailored guidance from dedicated experts to mitigate risk and measurably improve security posture. Hundreds of organizations, from Fortune 100 to mid-sized enterprises, trust Deepwatch to protect their business.
Deepwatch recognition includes:
- Forbes America’s Best Startup Employers 2022
- Great Place to Work® Certified 2021, 2022, and 2023
- 2023 Cigna Healthy Workforce Silver Designation
- Cybersecurity Excellence Award for MDR 2022
- Forrester: Top 10 MDR
- Goldman Sachs portfolio company: $53m Series B investment 2020
- 2023 $180M investment from Springcoast Capital Partners, Splunk Ventures, and Vista Credit Partners of Vista Equity Partners
Position Summary:
Based in the greater Atlanta area, this is a remote position that requires some customer onsite visits locally (ATL). Expected time at customer sites to be less then 25%. Passport required for some international travel to remote customer locations (will be limited).
Reporting to a Squad Director, Senior Customer Success Managers (CSM) work closely with the Squad Director, Squad Managers (Days and After Hours) and Lead Analysts to deliver customer loyalty and satisfaction for the Squads’ designated customers. Sr. CSMs have in-depth understanding of the customer’s needs and are responsible for communicating customer behaviors to our operations teams, sales teams, and channel partners.
Successful Sr. CSMs will know the needs and priorities of their customers as well as any concerns or challenges the customer is facing. The Sr. CSM will translate that insight into actions to be taken by various members of the Squad and other teams at Deepwatch. The Sr. CSM will be responsible for driving executive Business Reviews, reports, and projects to improve the customer’s experience. Sr. CSMs are responsible for communication associated with all business aspects of the relationship, including SLAs, value perception, contractual performance expectations and the customers general level of engagement. All of this is to further ensure high renewal rates, upgrades and cross sales, positive referrals and a premium margin.
In this role, you’ll get to:
- Early Engagement. Engage the customer as the contract is being signed to help ensure an easy and fast on-boarding experience
- SLAs and Value. Establish the baseline SLAs (as provided by the purchase services) and maintain tracking and communication of SLAs in the context of client’s perception of value delivered by Deepwatch, throughout the customer relationship
- Production. As the customer moves into production, the Sr. CSM will work with the Lead Analyst to ensure proper log configuration and transfer, proper vulnerability tracking and firewall management and they will assist the Squad members to ensure proper detection efficacy, alert escalation, performance, vulnerability, firewall and other reporting
- Insight. Over the course of the relationship, through regular engagement and reviews, the Sr. CSM will deliver insights on customer opportunities and concerns to the Squad; the Sr. CSM will also become an expert on the services offered by Deepwatch so as to support the client’s defensive strategies and further needs
- EBR. Executive forums are established and run by the Sr. CSM, including the Executive Business Review which occurs monthly/quarterly
- Vault, dCHI, Project Summaries. To ensure internal alignment, the Sr. CSM maintains project summaries which include dCHI scores, significant projects or efforts by the Squad to resolve customer issues and implement improvements to customer experience
- Clients & Promotion. Sr. CSMs will work with some of Deepwatch’s largest clients and create promotions and influence among the customer base
- Problem Solve. Provide alternate solutions to complex security problems
- Represent the Deepwatch brand and company to customers, prospects, and vendors
To be successful in this role, you’ll need to demonstrate:
- 4+ years of experience in consultative, advisement, customer success, or service delivery manager role in cybersecurity operations
- Demonstrated success engaging fortune 1000 clients in the course of delivering technology based services which involve on-going service engagement and support.
- Desire to delight customers with a positive attitude and highly polished communication style
- Exceptional oral and written communications skills, including a mastery of writing and speaking to technical and non-technical customer audiences
- Experience managing complex technology issues, and coordinating solutions across multiple business functions
- Superior critical thinking and creative problem-solving skills in the context of on-going delivery of technology based solutions
- Demonstrated track record of sound decision making, taking ownership and delivering results
- Experience working as part of a small, fast-paced, high capability team and the ability to manage workload even during times of stress or escalated activity
- Natural inclination to demand rigor in everything you build, even while building fast and adapting plans as we grow
- Curiosity and ability to learn new technologies,
- An understanding of the information security threat landscape (cyber attacker techniques, tactics and procedures with a general understanding of the practices for securing systems and networks).
- Understanding the basics of SIEMs, EDRs, and MDRs
- Ability to travel 10 - 25% for internal and customer meetings
- Ability to pass a pre-employment background and drug screen in accordance with applicable laws
- Bachelor’s degree or equivalent work experience in Information Technology, Cybersecurity or related discipline
ITAR Compliance
“This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:
- A citizen of the U.S.;
- A lawful permanent resident of the United States;
- A person admitted to the United States as a refugee; or
- A person that has been granted asylum by the United States government.”
The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.”
Statutory Pay Disclosure:
For applicants in NYC, CO, CA, RI, and WA, the salary range for this role is $140,000 to $216,000 + stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.
What We Offer:
Deepwatch is excited to provide benefits designed to support team members and their families. Including:
- Medical, dental, vision, and disability insurance
- Flexible Time Off (FTO), 9 company holidays, sick leave and 8-Weeks Paid Parental Leave
- Unique professional development benefits, starting at $3,000 annually
- Wellness contests and monthly educational programs
- 401(K) retirement program with employer match
- Learn more here: Deepwatch Benefits
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. Please review our DEI Statement here.
Deepwatch welcomes and encourages applications from people with disabilities and accommodations are available on request for candidates taking part in all aspects of the selection process. Please inform your recruiter or contact recruiting@deepwatch.com for further information.
All Deepwatch employees are expected to:
- Be interested in and able to work remotely from a home office when not at a corporate office
- Pass a pre-employment background and drug screen in accordance with applicable laws
Deepwatch is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
By submitting your application, you agree that Deepwatch may collect your personal data for recruiting, global organization planning, and related purposes. The Deepwatch Privacy Policy explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Deepwatch’s use of your personal information.