Customer Success Manager (CSM) - Cybersecurity

About StreamScan

StreamScan is a Canadian cybersecurity provider whose mission is to protect organizations operating in complex and high-risk environments. We offer managed detection and response services, proprietary EDR and XDR technologies, incident response services, and security programs aligned with compliance requirements, including CMMC and PCCC preparation.

Role Overview

The Customer Success Manager is responsible for the client relationship after the sale and ensures client retention and long-term growth of accounts. This role is highly client-focused and relies on a high-interaction approach. It emphasizes renewals, expansions, client communications, documentation, report production, and all activities that support trust-building.

The person in this role will collaborate closely with internal teams to ensure that clients understand the value of StreamScan's services and products and that expectations, outcomes, and next steps are clearly aligned throughout the engagement.

This is an intermediate-level role intended for someone with prior experience in customer success within a technological or cybersecurity environment. This full-time, hybrid position is based in Canada. Availability in the Eastern Time Zone is preferred.

Key Responsibilities

Client Relationship and Engagement

• Act as the primary point of contact for assigned clients following sales cycles
• Serve as a project coordinator
• Maintain regular and structured communications with clients, including operational follow-ups and executive-level exchanges
• Coordinate client onboarding in collaboration with internal teams to ensure a structured and expectations-aligned start
• Build trust-based relationships with technical and business stakeholders
• Drive renewals and identify expansion opportunities within StreamScan's complete offering based on client needs and maturity
• Support business discussions by clearly articulating value and results achieved
• Prepare and present high-quality client reports on security posture, service activities, and results
• Lead quarterly business reviews (QBR) focusing on alignment, progress, and future planning
• Translate technical information into clear and relevant messages for decision-makers
• Ensure coordination with SOC, incident response, and delivery teams to align client expectations
• Monitor client feedback, risks, and priorities and escalate as needed
• Ensure continuity of communications during operational or security events
• Success Indicators
• Client retention and renewal rates
• Contribution to expansions and additional sales
• Client satisfaction and strength of relationships
• Quality and consistency of client communications and reports
• Required Profile and Experience
• Intermediate (3-5 years) experience in customer success, account management, or equivalent client-oriented role
• Experience in a cybersecurity or IT services environment
• Familiarity with client integration and continuous account management
• Experience related to objectives such as renewals and expansions
• Understanding of operational cybersecurity concepts
• Excellent communication skills, both oral and written
• Proficiency in both French and English
• Employment Type:

Full-time, flexible hours, and possibility of working in a hybrid mode.

Competitive Salary

Job Types: Full-time, Permanent

Pay: From $50,000.00 per year

Benefits

• Casual dress
• Dental care
• Extended health care
• Flexible schedule
• Paid time off
• Work from home
• Ability to commute/relocate:
• Montréal, QC H2Y 2B6: reliably commute or plan to relocate before starting work (preferred)

Experience

• IT project coordination: 2 years (required)
• Cybersecurity: 1 year (preferred)
• Language:
• Bilingual (FR/ENG) (preferred)
• Work Location: Hybrid remote in Montréal, QC H2Y 2B6