Unified Customer Success Manager (Meta)

About the role

The Unified Customer Success Manager will own the end‑to‑end customer journey for Group‑IB’s cybersecurity solutions, ensuring smooth onboarding, high adoption rates and ongoing satisfaction. Acting as the main point of contact, you will coordinate with product, analytics and support teams to deliver a seamless experience.

Key responsibilities

• Lead customer onboarding and drive adoption of Group‑IB products.
• Develop, adjust and execute project work plans together with customers.
• Maintain regular communication with customers and internal project teams, adapting workflows as needed.
• Proactively identify and resolve issues to protect customer satisfaction and loyalty.
• Inform customers about new trends, features and relevant project updates.
• Provide spot support for non‑standard enquiries and manage incidents of varying complexity.
• Prepare training materials and execute project‑safeguarding activities.
• Conduct local and global customer satisfaction surveys.
• Keep project databases up‑to‑date across planning, project‑management and help‑desk systems.
• Contribute to the improvement of internal business processes.

Required profile

• Basic understanding of networking technologies such as TCP/IP and DNS.
• Familiarity with Cyber Threat Intelligence, Digital Risk Protection and Attack Surface Management concepts.
• Experience in client/account or pre‑sales management within a B2B environment.
• Strong analytical ability to maintain reports, detect patterns and identify impact points.
• Excellent communication skills for clear interaction with customers, colleagues and partners.
• Proven track record of managing internal customer‑experience development projects.

Required skills

• TCP/IP
• DNS
• Cyber Threat Intelligence
• Digital Risk Protection
• Attack Surface Management