Client Success Manager

CLIENT SUCCESS MANAGER

5ironCyber security operations solutions provide comprehensive detection and response, 24/7/365. We actively respond to events as they occur, requiring less bandwidth from our clients and taking the action needed to eliminate the threat before it causes disruption to client business or data. This approach enabled 5ironCyber to be named to the Inc. 5000 list of fastest-growing private companies in the US in 2025, for the fourth consecutive year.

5ironCyber redefines industry expectations by taking an active role in the protection of our clients. Delivering 24/7 “eyes on” cybersecurity defense solutions, effectively minimizes cyber risk inside these organizations. Our Security Operations solutions leverage years of information security experience to protect critical network infrastructure from the growing number of cyber threats.

5ironCyber’s Security Operations Center (SOC) is located in Franklin, Tennessee and all security operations are run from this facility. Our goal is more than notification—Our goal is response and resolution.

RESPONSIBILITIES

• Building and nurturing long-term relationships with small to medium size clients to solidify our partnership and commitment and partnership to their success
• Develop and maintain client success plans to ensure that clients derive maximum value and satisfaction from their investments in the 5iron Managed Services
• Maintain KPIs such as client retention rates, churn rates, client satisfaction (CSAT). Net Promoter Score, and renewal rates
• Conduct regular client check-ins and listen for opportunities for 5iron to perform more effectively and act as an initial point of escalation when necessary
• Being the voice of the client to 5iron, as well as relaying 5iron’s position to the client
• Becoming a trusted advisor for our accounts and capable of ensuring clients are appropriately leveraging the platforms we manage for them and are satisfied with the services they receive from our Security Operations Center
• Identify opportunities to upsell to existing clients by listening for key information regarding additional service offerings
• Driving client retention and growth through notification of contract renewals, processing of contract renewals, identifying product expansion opportunities
• Successfully planning and prioritizing a high volume of activities and requests to manage client issues and requests requirements, including following through on requests in a timely manner, asking clarifying questions to determine the correct source and impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible
• Facilitate client onboarding as needed for security platforms such as email security, endpoint protection, network monitoring, and cloud security solutions

REQUIREMENTS

• 3+ years of demonstrated success in an Account Management role, preferably in a technology organization
• 1+ year leading client facing projects
• The ability to be flexible and work in a rapidly changing environment is required
• Bachelor's degree, or combination of education and relevant experience
• Aptitude for technology
• Basic understanding of cybersecurity concepts and MSSP services preferred
• Fanatical devotion to customer service, business quality, and data security
• Excellent organizational and written/oral communication skills
• Up to 25% travel may be required

BENEFITS

5ironCyber offers premium benefits that are intended to support our people and their families. These include:

• Company-paid health, dental and vision insurance plans for the employee
• Up to a 4% 401k company match that vests immediately, it’s yours to keep
• Generous paid time off and 10 holidays per year
• Paid time off to vote and volunteer
• Paid time off on your birthday because it’s your special day
• Up to $100 per month for your internet and cell phone service
• Team building events

ADDITIONAL

All candidates will be required to take an extensive background screen, credit screen, and drug screen prior to employment. This is an on-site position in Franklin, TN.

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Account management: 3 years (Required)

Work Location: In person