Manager of Customer Success

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 Manager of Customer Success to drive customer value realization and lead a high-performing team of technical advisors who sit at the intersection of cybersecurity outcomes, customer advocacy, and business growth. As we expand our CS footprint and continue scaling our product suite, the need for strategic technical leadership has never been greater.

This role is more than team management—it’s about evolving how we deliver success, architecting scalable engagement models, and building strong cross-functional partnerships that influence everything from product strategy to customer health. You'll help shape the future of our Customer Success practice.

Must be local to the Tampa, FL region

What You Will Do:

As the Manager of Customer Success, you will oversee a team supporting ThreatDown’s strategic and enterprise customers across the full post-sale lifecycle. You’ll provide guidance, mentorship, and hands-on support to ensure technical engagement excellence, scalable customer success, and efficient escalation handling. You’ll partner cross-functionally to resolve blockers, advocate for customer needs, and continually enhance our customer journey.

Key Responsibilities

Team Leadership & Development

·      Lead, develop, and inspire a team focused on post-sale success across our strategic and channel accounts.

·      Align team efforts with broader business goals by driving strategic planning, account coverage models, and scalable engagement strategies.

·      Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement.

Customer Value & Business Impact

·      Champion outcome-based success strategies that align our platform capabilities with each customer’s security goals, KPIs, and business objectives.

·      Oversee strategic account planning and ensure the team builds executive relationships that influence renewals, expansions, and advocacy.

·      Monitor customer health signals and proactively implement programs that mitigate risk and enhance retention.

Escalation Leadership & Cross-Functional Advocacy

·      Serve as a senior escalation leader for high-impact customer issues, collaborating closely with Support, Product, and Engineering to ensure swift and transparent resolution.

·      Build repeatable frameworks for handling technical escalations, improving internal coordination, and enhancing the customer experience during critical moments.

·      Influence internal roadmaps and prioritization by communicating real-time customer needs and technical challenges back to product teams.

Operational & Strategic Excellence

·      Define and track success metrics across engagement, adoption, and renewal—using insights to refine team processes and forecast capacity.

·      Contribute to long-range CS planning, including team resourcing, org structure, and customer coverage optimization.

·      Serve as the voice of the customer internally—bringing feedback to Product, Engineering, and other teams.

Skills You'll Need to Have:

·      Tampa Bay based, 1-2 days in office

·      2+ years of experience managing high-performing technical success or account teams; 5+ years in customer-facing cybersecurity or SaaS roles.

·      A strategic mindset with the ability to connect technical engagement with business outcomes.

·      Deep understanding of cybersecurity principles (EDR, XDR, MDR, endpoint security, SIEM, etc.).

·      Demonstrated success managing escalations and driving cross-functional collaboration.

·      Experience with tools like Salesforce, Gainsight, Jira, and Zendesk.

·      Data-driven, proactive, and comfortable navigating ambiguity in a high-growth environment.

Nice to Have

·      Experience building or scaling a Customer Success function.

·      Background working with MSPs or channel partners.

·      Security certifications (e.g., CISSP, Security+, SANS).

·      Experience supporting global or distributed teams.

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.