Customer Success Manager – Managed IT, Security, Risk & Compliance Clients

**About Us** Concertium is rapidly emerging as a leader in delivering cutting\-edge technology and service solutions to organizations operating in highly regulated, security\-sensitive industries. Our mission is to empower businesses to proactively address cybersecurity risks, maintain compliance with industry standards, and manage operational threats with confidence. As part of our continued growth, we are seeking a passionate and driven Customer Success Manager to join our team. This individual will play a key role in supporting our Managed Security, Risk \& Compliance clients—ensuring satisfaction, retention, and long\-term value. **Position Summary** The Customer Success Manager (CSM) will serve as the primary liaison between Concertium and a portfolio of clients utilizing our cybersecurity, regulatory compliance, and risk advisory services. In this client\-facing role, the CSM will be responsible for delivering a world\-class customer experience—ensuring service excellence, facilitating proactive communication, driving adoption of services, and identifying opportunities for growth and optimization. The ideal candidate will possess strong communication and project coordination skills, have a solid understanding of security and compliance environments, and be motivated by building meaningful, trust\-based client relationships. Pay includes a base salary plus commission. **Key Responsibilities** * Client Relationship Management: Serve as the primary point of contact for an assigned portfolio of clients, ensuring consistent engagement and long\-term satisfaction. Build strategic relationships with client stakeholders at all levels, including technical and executive decision\-makers. * Client Onboarding \& Service Delivery: Oversee client onboarding processes, working closely with our Security Operations Center (SOC), internal cybersecurity teams, and service delivery teams to ensure timely and accurate implementation of services. * Account Health \& Retention: Monitor customer satisfaction and account performance regularly. Identify potential risks to retention or engagement and develop mitigation strategies to address concerns proactively. * Strategic Account Planning: Collaborate with internal teams to develop and execute strategic account plans. Provide guidance on how clients can maximize value from Concertium's services and solutions in alignment with their business goals and regulatory requirements. * Growth Enablement: Work closely with the Sales and Revenue teams to identify and develop upsell, cross\-sell, and renewal opportunities. Help clients understand the evolving landscape of cybersecurity and compliance to align additional service offerings. * Reporting \& Insights: Lead the preparation and delivery of client\-facing reports, including quarterly business reviews (QBRs), project status updates, incident summaries, and performance analytics. * Industry Expertise \& Education: Maintain a working knowledge of relevant industry regulations and standards (e.g., SOC 2, ISO 27001, NIST, HIPAA, GDPR). Educate clients on best practices and trends in cybersecurity, compliance, and risk management. **Qualifications** * 1–4 years of experience in customer success, account management, business development, or a related client\-facing role (preferably in cybersecurity, risk management, or regulatory compliance sectors). * Demonstrated success in managing multiple client accounts and building long\-term, trust\-based relationships. * Solid understanding of regulatory compliance frameworks and cybersecurity principles. * Excellent communication, presentation, and interpersonal skills, with the ability to influence and advise stakeholders at all levels. * Highly organized and detail\-oriented; capable of juggling competing priorities across multiple accounts. * Familiarity with tools such as Connectwise, Automate, vendor tool portals; comfort working in a tech\-driven, fast\-paced environment. * Self\-motivated, curious, and eager to contribute to a growing team with a strong sense of ownership and accountability. * Must be US Citizen and reside in or within 2 hours of Tampa Bay Area. **What We Offer:** * Great security portfolio and differentiation * Team environment with hands\-on support * Company\-paid Medical in addition to Dental/Vision options. * Flexibility to work from office or from home (or both) * High\-powered laptop * Frequent company and social outings * Generous Vacation/Personal/Holiday/Sick Time Off including floating birthday day. * 401(k) * Short\- \& Long\-Term Disability * Basic Life \& Accidental Death Insurance * Tuition Reimbursement * Employee Referral Bonuses * Health Care/Dependent Care Flexible Spending Accounts Concertium values diversity in all its forms and recognizes that our differences, including background, experiences, skills, and perspectives, make us unique. We strive to cultivate an inclusive environment that celebrates diversity and fosters collaboration. As an equal opportunity employer, Concertium is committed to providing fair and equitable employment opportunities for all individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other basis protected by federal, state, or local law. We firmly believe that diversity is essential to our success, and we welcome and encourage all qualified candidates to apply. Ready to start a career with a company who cares about your future? Apply today! Job Type: Full\-time Pay: $65,000\.00 \- $85,000\.00 per year Benefits: * 401(k) * Dental insurance * Employee assistance program * Flexible schedule * Health insurance * Health savings account * Life insurance * Paid time off * Vision insurance * Work from home Work Location: Hybrid remote in Tampa, FL 33602