Customer Success Manager
At a glance
Manager-level Customer Success role at Guardz. Miami · no salary stated · we estimate $85,000–$136,238 across the United States.
Guardz has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Guide MSP accounts from the post-sale transition through setup, product use, renewal and account growth
- Lead onboarding, adoption conversations, business reviews and renewals, recording agreed actions for each
- Use account health measures, product activity and AI insights to find risks and coordinate recovery
- Qualify growth opportunities and lead upsell discussions alongside Sales
- Try AI-supported customer success workflows and help create repeatable team processes
What you bring
- At least three years in B2B SaaS customer success, account management or a related post-sale position
- Experience handling a fast-moving customer group across its full lifecycle, including lower-touch service
- A record of managing customer accounts, retaining business and identifying expansion opportunities
- You can use dashboards and customer data to decide where to focus
Who this fits
This role suits an accountable, self-starting builder who can work while processes are still taking shape. You’ll own MSP accounts across the full customer journey and be measured on retention, adoption, time-to-value and expansion.
From the employer
Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 120 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one platform, and continue to grow and expand our team, our partnerships and our revenue.
Customer Success at Guardz is being rebuilt around AI, data, and digital-first engagement, and this role sits at the center of that shift. Playbooks are still being written and automation is actively being developed, so we’re looking for someone who takes action without waiting for perfect structure - sharp, curious, accountable, and energized by building. You’ll own a portfolio of MSP accounts end-to-end and be measured on retention, adoption, time-to-value, and expansion.
Responsibilities:
- Own a portfolio of MSP accounts from post-sales handoff through onboarding, adoption, renewal, and expansion.
- Lead onboarding, adoption check-ins, business reviews, and renewals with clear agendas and documented next steps.
- Guide new partners to first value and monitor adoption to catch risk before it affects renewals.
- Use health scores, usage data, and AI-generated insights to prioritize outreach and own resolution plans for at-risk accounts.
- Identify and qualify expansion opportunities, leading upsell conversations in partnership with Sales.
- Pilot AI-enabled CS workflows and help build the playbooks and processes that scale the team.
Requirements:
- 3+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS.
- Experience managing a high-velocity, full-lifecycle customer base across low-touch engagement models.
- Proven ability to manage a book of business — driving retention, spotting expansion, and owning outcomes.
- Comfort using data, dashboards, and customer signals to prioritize work and make decisions.
- Strong written and verbal communication, with the ability to build trust with owners, technical leads, and decision-makers.
- Strong presentation and facilitation skills across trainings, business reviews, and executive conversations.
- High agency and follow-through: you close loops, keep commitments, and hold yourself accountable.
Preferred Qualifications:
- Experience with MSPs, MSSPs, channel partners, or technology resellers.
- Hands-on use of AI tools as part of a CS workflow (Claude a plus).
- Familiarity with customer success platforms such as Totango, ChurnZero, or Gainsight.
- Comfort with health scoring, churn-risk analysis, and customer journey mapping.
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