Customer Success Manager
StrangeBeeJob description
As a Customer Success Manager, you will play a pivotal role in scaling and structuring our Customer Success organization. Positioned at the intersection of customer partnership and cybersecurity fluency, you will personally own a portfolio of strategic and complex accounts, acting as a trusted advisor to our customers — SOCs, CERTs, and CSIRTs — ensuring successful onboarding, strong product adoption, and long-term value creation.
Internally, you will help elevate our customer success standards, refine processes, and strengthen collaboration across Sales, Support, Product, and Engineering.
This is a highly visible and strategic role with direct impact on customer retention, expansion, and overall satisfaction. Beyond customer relationship skills, we're looking for someone who takes ownership without waiting to be handed the answer, and that both customers and internal teams can rely on without having to check twice.
Location: This role can be based in France or Barcelona, provided you are fluent in both French and English (written and spoken): these are the two working languages of the role regardless of location.
What matters to us
You take initiative. You don't wait for a perfect brief or someone else's delivery to move forward, you identify what's missing and go get it.
You default to trust. You do what you say you'll do. Your manager, your colleagues, and your customers never have to double-check your commitments.
You put the customer's real interest first, even when it means a harder conversation or challenging their approach.
You go the extra mile. Not as a slogan, because you notice what's missing and don't leave it for someone else.
Responsibilities
Customer onboarding & account ownership
Personally manage a portfolio of strategic or complex customers.
Lead and oversee the functional onboarding of new customers, coordinating with technical teams for deployment specifics.
Understand at a functional level how customers use their security environment (SOC, SIEM, EDR, CTI, third-party tools) to identify how TheHive fits into their workflows.
Guide customers on best practices for adoption and usage of TheHive (on-prem, SaaS, or IaaS), escalating technical configuration topics to TAM/technical teams as needed.
Ensure long-term adoption, measurable value delivery, and customer satisfaction.
Customer success & partnership management
Act as a trusted advisor and main point of contact for assigned accounts.
Monitor product adoption, usage of key features, and customer maturity.
Organize and lead business reviews, QBRs, and usage follow-ups.
Anticipate risks, manage escalations, and drive resolution in collaboration with internal teams, proactively, without waiting to be prompted.
Identify expansion opportunities in coordination with Sales.
Ensure a consistent, high-quality customer experience across all accounts, applying our methodologies and best practices rigorously.
Cybersecurity fluency & internal coordination
Maintain a solid enough understanding of cybersecurity and incident response fundamentals (SOC / CSIRT / CERT operations, incident triage and investigation workflows) to speak credibly with customer stakeholders and understand their priorities.
Collaborate closely with Support, Product, Sales, and Engineering teams, relying on TAM/technical colleagues for deep technical or architecture questions.
Relay structured customer feedback (bugs, use cases, feature requests) to internal stakeholders.
Contribute to improving onboarding frameworks, documentation, and customer success methodologies.
Requirements
Experience & soft skills
3-5+ years of experience in customer-facing roles such as Customer Success Manager, Account Manager, or Client Relationship Manager, ideally in SaaS or B2B software.
Strong communication, relationship-building, and pedag