Senior Customer Success Manager - Calgary

Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients. We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India. Role Description:

We are seeking a seasoned Senior Customer Success Manager (CSM) with a strong background in cybersecurity to lead strategic relationships with our enterprise customers. In this role, you will serve as a trusted advisor to Security Operations Centers (SOC), security engineering teams, and cybersecurity leadership, helping clients derive maximum value from our security products and services. This role is ideal for a cybersecurity professional with 10+ years of industry experience, including at least 3 years in customer-facing CSM roles where you’ve worked closely with SOCs, incident response teams, detection engineering, and cybersecurity executives. Responsibilities: Customer Relationship Management:

Serve as the on-site primary point of contact for the assigned enterprise customer, building strong relationships with security analysts, engineers, SOC managers, and Senior ManagementDrive engagement, retention, and satisfaction by aligning product capabilities with customer security objectivesManage customer escalations and operate as the voice of the customer within CyderesEstablish a trusted security advisor relationship, become an advocate, and partner with your clientCybersecurity Expertise: Understand customer security architecture, threat landscape, and SOC workflows to proactively identify opportunities for improved usage and value deliveryTranslate technical security concerns (SOC response, SIEM tuning, detection coverage, MITRE ATT&CK alignment etc.

) into actionable business discussionsProgram Governance & Reporting: Prepare and lead recurring QBRs and service reviews, articulating the value of services through operational metrics, security outcomes, and roadmap alignmentTrack and report KPIs including alert volumes, SLAs, tuning activities, threat detection efficacy, and incident response timelinesCross-Functional Collaboration:

Liaise with internal security operations, platform management, threat management, and other service delivery teams to advocate for customer needsPartner with respective technical leads to ensure timely and successful delivery of service improvements and enhancement to continuously grow maturity of service outcomesEngage with Product Management Team as the customer advocate on product and service roadmap discussionsStrategic Success Planning: Rationalize client's strategic goals to align service delivery with their security maturity goals (e. g.

, detection engineering uplift, SIEM tuning, log source optimization)Guide customers through best practices for improving threat detection, reducing alert fatigue, and evolving SOC and SIEM capabilitiesDemonstrate extreme ownership, accountability, teamwork, and client focused mindsetRequirements:

10+ years of experience in cybersecurity roles, ideally spanning SOC operations, incident response, or detection engineering3+ years as a Customer Success Manager or Technical Account Manager working directly with enterprise security teamsStrong understanding of SIEM, EDR, XDR, SOAR, TIP and related toolsFamiliarity with frameworks such as MITRE ATT&CK, NIST, or ISO 27001Exceptional communication and executive presence with the ability to convey technical concepts to both technical and non-technical audiencesExperience managing multiple complex client relationships concurrentlyBachelor's degree in Cybersecurity, Computer Science, or related discipline (or equivalent experience)Preferred - Experience at a Managed Security Services Provider (MSSP), MDR/XDR vendor, or security technology companyExposure to Microsoft Sentinel, CrowdStrike, SentinelOne, Microsoft Defender, Palo Alto Cortex, or similar platformsCISSP, CISM, CRISC, or other relevant cybersecurity certificationsCyderes is an Equal Opportunity Employer (EOE).

Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status. Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.