Customer Success Manager at Digital Hands

Tampa, Florida, United StatesFull-timeCustomer Success & OnboardingPosted 3 months ago

About the Role

<div class="content-intro">#GetThereFirst Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries. Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization.  Digital Hands is comprised of innovators leading from the front, fueled by a desire to achieve, test new boundaries, and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands, we take ownership, obsess over our promises, anticipate our customers' needs. and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure.</div>  *This is a full-time onsite role in Tampa, Florida. <div> <h3>About the Role</h3> At Digital Hands, we deliver cybersecurity services that help customers achieve measurable business outcomes. We’re seeking a Customer Success Manager (CSM) to support customer adoption, retention, renewals, and service expansion across a portfolio of clients. In this role, you’ll work closely with Operations and Sales to ensure customers are realizing value from their services while identifying opportunities to renew and expand their relationship with Digital Hands. <hr> <h3>About You</h3> <ul> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">You’re customer‑focused and growth‑minded, with an interest in renewals and add‑on sales</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">You have a solid foundation in cybersecurity or IT services</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">You’re organized, detail‑oriented, and comfortable managing multiple priorities</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">You collaborate well across Sales, Engineering, and Operations</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">You’re confident participating in commercial and value‑based customer conversations</li> </ul> <hr> <h3>What You’ll Do</h3> <ul> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Support the Customer Lifecycle Manage a portfolio of customers through onboarding, ongoing service delivery, renewals, and service expansions.</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Coordinate Customer Onboarding & Enhancements Support the on‑time activation of customer services, including implementations and enhancements, by coordinating with internal delivery teams.</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Support Renewals & Expansions Execute contract renewals and assist with service expansion opportunities, including coordinating pricing, documentation, and internal approvals.</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Identify Growth Opportunities                                                                                                                                                                                                                                     Recognize opportunities to expand customer relationships through additional services, optimizations, or solution enhancements aligned with customer needs.</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Lead Customer Communication & Reporting Contribute to customer reporting, periodic business reviews, and satisfaction surveys to support value‑based conversations.</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Support Risk Awareness & Continuous Improvement Assist in identifying delivery risks, gathering information, and contributing to process improvements that enhance Customer Success outcomes.</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Participate in Pre‑Sales for Existing Customers Support pre‑sales opportunity reviews for expansion opportunities to gain familiarity with proposed solutions and delivery requirements.</li> </ul> <hr> <h3>What You Bring</h3> <ul> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Bachelor’s degree or equivalent experience in Cybersecurity, IT, or a related field</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">3–5 years of experience in Customer Success, Account Management, or a technical customer‑facing role</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Experience in a Managed Services or Managed Security Services (MSSP) environment preferred</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Understanding of the “as‑a‑service” delivery model</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Strong communication, organization, and problem‑solving skills</li> </ul> <hr> <h3>Core Skills & Attributes</h3> <ul> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Customer‑first mindset with attention to detail</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Strong time‑management and prioritization skills</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">Ability to work independently and collaboratively</li> <li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 14pt;">High integrity, adaptability, and sound judgment</li> </ul> </div><div class="content-conclusion">Digital Hands is dedicated to a diverse and inclusive workplace and culture, and proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.  Digital Hands is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at <a style="color: rgb(27, 54, 93);" href="mailto:[email protected]">[email protected]</a>. Digital Hands participates in the U.S. Government’s E-Verify program to determine employment eligibility. In compliance with the federal government, all hired applicants will be required to verify identity and employment eligibility upon hire. To learn more about E-Verify, please visit dhs.gov/e-verify. <a href="https://www.cigna.com/legal/compliance/machine-readable-files">This link</a> leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.  By submitting your application, you agree that Digital Hands may collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Digital Hands’ recruitment activities.  You may delete your application and/or unsubscribe from receiving notifications of career opportunities at Digital Hands at any time. For additional details on how Digital Hands uses and protects your personal information in the application process, including your rights under the California Privacy Rights Act (“CPRA”), click here to view our Privacy Notice.</div>

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