DFIR Customer Success Manager

Location: Remote - US

Ready to make a difference for the investigators on the front lines of digital forensics and incident response? As a Customer Success Manager with us, you’ll be essential in shaping a positive and impactful experience for the investigators and analysts who rely on our platform Binalyze AIR. Your mission: support them, solve their challenges, and ensure they’re equipped to get the most out of our tools. If you bring a combination of technical know-how, a knack for client relationships, and a drive to empower others, we want to meet you.

Your Key Contributions:

From leading technical onboarding and advanced training sessions to proactively enhancing Customer Health Scores, you’ll ensure every customer maximizes their potential with our tools. By building strong, consultative relationships and identifying growth opportunities, you’ll contribute to long-term satisfaction and retention while championing customer feedback to influence product innovation. This is a role where your impact is clear: helping our customers thrive while shaping the future of investigative excellence.

What You'll Do:

• Manage Customer Health: Proactively monitor and enhance Customer Health Scores, developing strategies to improve engagement and address any emerging issues before they escalate. You’ll ensure that every customer is empowered and supported in using our platform to its full potential. 
• Technical Onboarding and Ongoing Training: Lead onboarding sessions that set up customers for success right from day one, covering everything from setup to workflows and core features. Regularly update and provide advanced training on new features, configurations, and integrations, keeping our investigator customers at the top of their game.
• Relationship Management: Build and sustain strong, professional relationships with investigators, analysts, and security engineers. Conduct cadence calls, work alongside the sales team for QBRs, and keep a steady finger on the pulse of each account to spot and address needs proactively.
• Identify Upsell Potential: Collaborate with sales and product teams to identify growth opportunities, using a consultative approach that deepens customers’ use of our platform and enhances their investigative capabilities.
• Voice of the Customer (VoC): Capture, document, and communicate key feedback and feature requests from customers to our VoC team, directly influencing product enhancements that align with investigator needs.
• Innovate Customer Success Processes: Contribute to the evolution of our customer success practices, bringing fresh ideas and continually enhancing how we support our customers in the DFIR space.
• IR Assist Investigations: Partner with our DFIR Lab and work alongside customers in technical investigations, offering support without directly leading their investigations but guiding them in maximizing platform use for IR purposes.

What We're Looking For:

• Team Collaboration: This role requires strong teamwork and communication skills, as success depends on coordinating with various teams to provide accurate and timely solutions to clients. Candidates should be adaptable, proactive, and ready to thrive in a setting where teamwork is key.
• Customer-Centric Problem Solver: Creativity and outside-the-box thinking are mission critical here at Binalyze. We value diverse thought and unconventional ideas, as our customers appreciate when we connect with their unique challenges. If you bring a bit of quirk and curiosity, you’ll fit right in.
• Drive and Ownership: We’re looking for go-getters who thrive in fast-paced environments. If you work hard, move fast, and are eager to make a real impact, this is the place for you.
• Diagnostic Skills: With relevant experience in Customer Success (ideally with experience in troubleshooting or root-cause analysis), you have the ability to identify and address customer needs, whether it’s solving an immediate problem or spotting opportunities for improvement.
• Technical Aptitude: We want those who have tinkered and explored technical solutions, whether professionally or through personal projects. A background in investigations or cybersecurity, especially penetration testing, is a big plus.
• Experience with DFIR Tools, SIEMs, and EDRs: Familiarity with DFIR tools, Security Information and Event Management (SIEM) systems, and Endpoint Detection and Response (EDR) platforms is an advantage. Experience here means you’ll be equipped to engage deeply with our customers and offer meaningful, industry-relevant insights.
• Home Lab Enthusiast: If you have a home lab setup with virtual machines or custom environments, that’s a huge plus! We love pushing technical boundaries, and our customers do too.

What We’re Not Looking For

• Task-Oriented Workers: If you’re looking for a checklist-driven role, this isn’t the right fit. We’re in a high-growth phase where adaptability, curiosity, and independent problem-solving are key.
• Rigid “My Way or the Highway” Attitude: The diverse and extensive experience our team members bring is critical - especially for those who have worked in roles like this before. However our customers’ needs evolve constantly, and so must we - so we all check our egos at the door and let the best ideas win.

If you’re ready to support the best in DFIR, lead impactful initiatives, and play a key role in our customers’ successes, we want to hear from you. Let’s push the boundaries of what’s possible, together.

What We Offer:

• 28 days holiday allowance wellbeing days birthday off!
• Fully remote and flexible working arrangements.
• Private medical insurance for you and your family.
• Enhanced parental leave benefits
• A supportive and collaborative team passionate about cybersecurity.
• Home office setup support.
• 401(k) 2% matched
• Wellbeing and entertainment allowances
• Great opportunities for growth and development.
  

Join Us:
If you're ready to be a driving force in redefining the DFIR industry, we want to hear from you.

Diversity and Inclusion:
We are committed to diversity and inclusion, and we encourage candidates from all backgrounds to apply.