Customer Support Manager

Reflectiz

. Own a portfolio of North American customers, from onboarding through adoption, expansion, and renewal .

Posted 10/12/2026full-timeBoston • Massachusetts • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on onboarding, adoption, and expansion within a cybersecurity context. Proficient in developing success plans, tracking account health, and advocating for customer needs while managing technical inquiries and escalations.

Highest-signal resume keywords

Customer Success ManagementCybersecurity KnowledgeHTTP, DNS, JavaScript ProficiencySIEM/SOAR FamiliarityPCI DSS Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingAccount Health TrackingRisk IdentificationTechnical Escalation ManagementSuccess Plan Development

Soft Skills

Customer AdvocacyCommunicationProblem-SolvingStakeholder Engagement

Tools & Technologies

SIEM PlatformsSOAR PlatformsSplunkJIRAREST API Integrations

Industry Keywords

CybersecurityComplianceRegulatory FrameworksQuarterly Business ReviewsCustomer Data Protection

Tech Stack

Tools & technologies

Cyber SecurityDNSJavaScriptSplunk

About the role

Key responsibilities & impact

Own a portfolio of North American customers, from onboarding through adoption, expansion, and renewal
Develop Success Plans with customers, outlining goals and key performance indicators, and guide them toward hitting those targets
Run a regular cadence of check-ins and Quarterly Business Reviews (QBRs), from day-to-day practitioners to C-level stakeholders
Serve as the primary point of contact for technical questions and escalations, and drive them to resolution no matter who needs to get pulled in
Explain the WHO, WHAT, and WHERE behind every risk Reflectiz surfaces: who the component is, what it's doing, and where it's sending customer data
Flag new exposure risks the moment Reflectiz surfaces them, before customers find them on their own
Track account health closely, catching problems before they become churn and opportunities before they become someone else's win
Speak up for what customers need, loudly enough that it actually reaches the people building the product
Identify and pursue opportunities to expand Reflectiz's footprint across a customer's organization
Champion customer advocacy through case studies, referrals, and product feedback that actually gets used

Requirements

What you’ll need

Background in cybersecurity, or experience working alongside security and compliance teams
Working knowledge of HTTP, DNS, JavaScript, and browser behavior
Familiarity with SIEM/SOAR platforms (e.g., Splunk, JIRA) or REST API-based integrations
Familiarity with PCI DSS or other regulatory frameworks

Benefits

Comp & perks

$22M in Series B funding (company funding context, not an employee compensation benefit)