Technical Customer Success Manager

At WithSecure™, we protect businesses all over the world. Our SaaS solutions safeguard against modern cyber threats, and our innovative Co-security approach reflects our belief that true protection requires collaboration and shared expertise. No one can solve every cyber security problem alone. Our vision is to become Europe’s flagship in cyber security. Every day, our talented teams work to prevent cyber extortion, secure critical infrastructure, and prevent misuse of sensitive data. At WithSecure, it’s our people who make us exceptional – a diverse community that values passion, purpose, and a commitment to workplace well-being. If you’re ready to make an impact with a company that’s transforming cybersecurity, we’d love to hear from you.

Key Responsibilities

• Ownership of customer relationships and retention - This includes owning the customer relationship throughout the entire customer lifecycle (onboarding to renewal). Leading meetings and having regular contact with the customers. It is vital that you keep accurate records and document actions from customer meetings as appropriate.
• Communicate the value of our service - Make recommendations to improve a customer’s preventative controls using technical insights gleaned from findings and investigations generated in collaboration with our Cybersecurity Advisory team.
• Customer Issues – Serving as an escalation point for customers; serve as a liaison to other internal departments and stakeholders. You will need to deal efficiently and proactively with your customers issues. This will include understanding the resources required and time required to resolve the issue internally.
• Customer Satisfaction - Develop service procedures, policies and standards ensuring flexibility and continuous improvement. This may include the coordination of surveys to understand customer satisfaction metrics.
• Internal Collaboration – It is vital to understand and know the different areas of the business so that you can draw on resources and the people you have formed relationships with when necessary. You will also need to proactively provide feedback across departments regarding customer feedback and user experience.

What are we looking for?

• Have excellent customer management skills and the ability to build long and trusting relationships.
• Technical aptitude and able to communicate with technical people. Previous experience in IT sector is considered as an advantage.
• Passion for cyber security and willingness to develop. Experience with Incident response, MDR and EDR solutions is seen as a major advantage.
• A fantastic communicator with great interpersonal skills
• A friendly, organized, proactive and positive person.
• A problem-solver with the ability to explain things clearly to customers.
• Patient and calm under pressure and enjoy working in a dynamic environment.
• Fluent (written and spoken) in English. Finnish language skills are considered as major advantage.

Bonus Points

• Security Certifications.
• ITIL certification / understanding of ITIL processes and structures.

What will you get from us

• Freedom – you will have the opportunity to define new ways of working how we engage with our customers, and how product value gets represented.
• You will work together with experienced and enthusiastic colleagues, and within WithSecure you'll find some of the best minds in the cyber security industry.
• Your work will be clearly visible and recognised – all over the world and across our business units.
• You can rely on the support from the entire WithSecure management including our top executives.