Customer Success Manager (Tampa, FL - 2 days per month in office)

Here at Malwarebytes, we believe that when you’re free from threats, you’re free to thrive. It all started in 2008 with one person who needed help with a malware infection, and a community coming together to find solutions. In that moment in time a product was born for all people, with a mission to rid the world of malware. Our product has since grown and evolved, from removing malware, to protecting devices, to ever-changing prevention.

About ThreatDown

ThreatDown, the corporate business unit of Malwarebytes, is redefining cybersecurity for growing businesses with solutions that stop ransomware, malware, phishing, and AI-powered attacks. Our platform is trusted, intuitive, and built for lean IT teams that need speed without complexity. At ThreatDown, you’ll join a team driven by innovation, resilience, and a passion for empowering businesses to thrive securely. If you're ready to make a real impact in cybersecurity, we’d love to meet you.

Malwarebytes/ThreatDown is looking for..

A Customer Success Manager located in the Tampa, FL area (please note that you would be required to go into our office 2 days per month). In this role you will be a strategic advisor and technical partner for a portfolio of both direct customers and MSP/channel partners. You’ll support the full customer journey post-sale—driving onboarding, engagement, adoption, retention, and expansion—while maintaining strong relationships with key stakeholders. Your role blends cybersecurity expertise, consultative business alignment, and customer advocacy to deliver measurable outcomes. 

What You Will Do:

Customer Journey Ownership 

• Manage a portfolio of strategic accounts across onboarding, adoption, renewal, and expansion stages. 

• Lead onboarding, enablement, and expansion efforts, including new use cases and product modules (e.g., MDR/XDR). 

• Create and maintain Customer Success Plans with clear goals, milestones, and KPIs. 

Strategic Engagement & Relationship Management 

• Build and nurture multithreaded relationships with technical teams and executive stakeholders. 

• Host Security Reviews, QBRs, and strategic check-ins focused on security posture, ROI, and roadmap alignment. 

• Act as the primary point of contact and trusted advisor throughout the customer lifecycle. 

Business Alignment & Value Realization 

• Develop deep knowledge of each customer’s business model, challenges, and success criteria. 

• Align platform capabilities with business goals to maximize ROI and drive strategic outcomes. 

• Use usage data and business metrics to identify trends, anticipate needs, and propose optimizations. 

Expansion & Commercial Impact 

• Identify upsell opportunities and value gaps through strategic conversations and platform insights. 

• Partner with Sales on renewals, expansions, and cross-selling initiatives. 

• Support expansion strategies with a customer-first approach. 

Customer Advocacy & Voice of the Customer 

• Serve as the internal advocate for customers by channeling feedback to Product, Sales, and Marketing. 

• Contribute to documentation, playbooks, and knowledge bases to scale customer success efforts. 

• Cultivate customer advocates for testimonials, referrals, and case studies.

Skills You'll Need to Have:

• 5+ years in Customer Success, Sales Engineering, or Technical Account Management, preferably in cybersecurity SaaS or enterprise IT. 

• A technical degree or equivalent work experience 

• Strong understanding of cybersecurity principles and technologies (EDR, MDR, XDR, SIEM, endpoint security). 

• Proven experience managing executive relationships and driving consultative, outcome-based engagement. 

• Excellent communication skills for both technical and non-technical audiences. 

• Strong commercial acumen, including experience with upsells, renewals, and expansion strategies. 

• Proficiency in CRM (Salesforce), customer success platforms (Gainsight), and ticketing systems (Zendesk, Jira). 

• Ability to manage multiple accounts and prioritize competing demands. 

Nice to Have: 

• Security certifications (e.g., CISSP, CompTIA Security+, SANS). 

• Familiarity with SOC operations or incident response workflows. 

• Experience working with MSPs or channel partners. 

• Background in high-growth startups or cybersecurity vendors. 

Perks & Benefit:

• Comprehensive medical, dental, and vision insurance coverage 

• Employee Referral Bonus Program   

• Wellness programs    

• 401k and employer matching for (US Employees) 

• Comprehensive Time Off policy 

• An opportunity to do something great for yourself and the world! 

(Benefits and Perks subject to change by country/region) 

Legal Language: 

(US Employees Only)

Applicants have rights under the Federal Employment Laws: 

• Employee Polygraph Protection Act   

• Know Your Rights: Discrimination is Illegal   

• Family and Medical Leave Act (FMLA) 

This is to affirm our policy of providing equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws and regulations. 

Our company will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status regarding public assistance. We will ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, upgrading, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible.