Customer Success Manager
🗺️ Location: Turkiye, Ankara (Remote working)
👥 Team: Customer Success
In the Customer Success Manager role, you will manage a variety of named accounts across our customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Your main targets will include maintaining high Gross Revenue Retention (GDR) and increasing Net Revenue Retention (NRR) within your portfolio by identifying and driving upsells and renewals. You should have a passion for learning, a strong technical aptitude, and a relentless drive and adaptability.
+ What you’ll do
Manage a portfolio of 25-40 existing Binalzye customers to maximize their usage and adoption from their deployments and grow their Annual Recurring Revenue (ARR). You will report to the Director of Customer Success as part of the Customer Experience, Readiness, and Training (CERT) Team and collaborate closely with Sales, Support, and Technical Teams.
Lead Onboarding & Enablement for new customers, minimize customer’s time to value after initial purchase.
Drive technical adoption through a deep understanding of customer needs, use cases, and success criteria combined with strong product knowledge.
Conduct business reviews with client leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
Identify and nurture upsell and cross-sell opportunities in collaboration with Sales by identifying additional use cases and supporting increased adoption of Binalyze.
Analyze customer engagement levels to assess risk and execute action plans to progress account health.
Manage customer escalations to resolution.
Facilitate a successful renewal at the end of subscription term.
Facilitate feedback between the customer and our development engineers through the Voice of the Customer program.
This role is grounded in an AI- and automation-first approach. Success includes leveraging available tools to streamline workflows, improve decision-making, and collaborate with AI systems and agents as part of everyday work.
+ Education and Experience
A minimum of 3-5 years of experience in a role that encompasses Customer Success, Project Management, Enterprise Sales, or Technical Account Management.
Strong communication and presentation skills, with the ability to handle customer escalations and commercial negotiations.
Familiarity with cybersecurity products and principles.
Strong time management skills, self-motivation, and desire for continuous learning.
Experience working across timezones and a fast-paced, high-growth environment.
Preferred/Desirable:
Exposure to or experience using workflow automation tools
Experience collaborating with or managing AI agents, LLMs, or machine learning tools in a practical business context.
Demonstrated comfort with experimenting and implementing process improvements via automation.
+ Skills & Behaviours
Skills:
Technical Skills: Understand Binalyze AIR's technical capabilities to guide customers through implementation and adoption. Able to translate technical requirements, points of feedback, and VOC requests into actionable solutions.
Communication: Delivers clear, persuasive communication to different audiences, from technical users to external stakeholders, to internal teams to ensure alignment on success outcomes, expansions, and renewals. Fluent English and Turkish language skills are essential.
Relationship building: Cultivates strong, trust-based partnerships with decision makers and end users. Positions oneself as a strategic advisor to increase loyalty, advocacy, and long-term retention.
Strategic thinking: Thinks beyond day-to-day requests to drive deeper adoption and uncover upsell opportunities. Aligns success plans with the customer’s business objectives and growth potential.
Data-driven: Uses customer health scores, usage metrics, and revenue data to monitor account performance, predict churn risks, and identify upsell opportunities. Converts insights into concrete actions.
Project management: Drives onboarding, adoption, and renewal processes with discipline and clarity. Balances multiple accounts by prioritizing effectively, coordinating stakeholders, and hitting key revenue and retention milestones.
Behaviours:
Adaptability: Thrives in a dynamic environment, adjusting strategies and approaches as customer needs, priorities, or product capabilities evolve.
Empathy: Seeks to understand customer goals, challenges, and perspectives, ensuring solutions feel tailors and outcomes are meaningful.
Initiative: Proactively surfaces expansion opportunities, renewal risks, and adoption blockers. Takes ownership to resolve or escalate before they impact retention.
Resilience: Maintains focus, positivity, and persistence under pressure, whether facing tough negotiations, demanding targets, or complex customer challenges.
Collaborative: Partners with sales, product, and support to create a unified customer experience that drives adoption, renewals, and advocacy.
Inclusive: Builds trust across diverse customer teams and internal colleagues, fostering a culture where different perspectives are valued.
Growth Mindset: Embraces continuous learning and adapts quickly to new technologies and workflows, particularly in AI and automation.
Remote Working: Operates effectively in a distributed environment by managing time, tools, and communication with discipline, ensuring customers and teammates always feel supported and connected.
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What we offer
28 days holiday allowance + wellbeing days + birthday off!
Private medical insurance for you and your family
A supportive and collaborative team that's as passionate as you are.
Home office setup support
Great opportunities for growth and development
Sodexo meal card
Entertainment allowance - Netflix / Spotify
Wellbeing support
+Ready to make an impact?
If you’re passionate about building great products, solving complex problems, and advancing the future of cybersecurity, we’d love to meet you.
+ Diversity & Inclusion
At Binalyze, we are committed to building a diverse and inclusive team. We welcome applicants from all backgrounds, perspectives, and experiences.