Job Description

About Sygnia

Sygnia is a leading cyber technology and services company that partners with organizations around the world to strengthen cyber resilience and respond to sophisticated threats. We help companies prepare for and navigate cyber incidents with confidence, combining deep technical expertise with a business-driven approach.

Our services include incident response, cyber readiness, security consulting, proactive security assessments, and managed detection and response (MDR). Sygnia works with leading global enterprises, including Fortune 100 companies, across industries such as financial services, healthcare, technology, manufacturing, and critical infrastructure.

With a team of experienced cybersecurity professionals and frontline practitioners, Sygnia delivers the expertise, speed, and strategic guidance organizations need when facing today’s most complex cyber threats.

The Role

Sygnia is seeking a Bilingual Customer Success Manager to support customers of its Incident Response Readiness (IRR) service across North America and Latin America.

This is a newly established strategic role and part of Sygnia’s global investment in customer retention, value realization, and long-term client success. The position was created to ensure customers remain actively engaged throughout the lifecycle of their IRR partnership, maximize the value of their service, and are well positioned for successful renewal.

This position supports a retainer-based incident readiness service. Customers rely on Sygnia not only during cyber incidents, while also engaging proactively throughout the partnership to strengthen preparedness, improve response readiness, and leverage prepaid service hours to address evolving security priorities.

The ideal candidate combines strong customer success and relationship management experience with technical cybersecurity knowledge, business acumen, and the ability to serve as a trusted advisor to security leaders and executive stakeholders.

What You’ll Do

Customer Onboarding & Readiness Alignment

• Lead onboarding activities for new IRR customers, introducing Sygnia’s incident response methodology, activation procedures, and service capabilities.
• Develop an understanding of each customer’s environment, including security architecture, technology stack, key stakeholders, escalation paths, and operational processes.
• Establish success plans and engagement strategies that align Sygnia’s services with customer objectives and security priorities.

Customer Engagement & Value Realization

• Serve as the primary point of contact for IRR customers and build trusted relationships with technical, operational, and executive stakeholders.
• Drive ongoing customer engagement through regular check-ins, readiness reviews, business reviews, and strategic planning discussions.
• Help customers maximize the value of their IRR service by identifying opportunities to utilize prepaid hours for readiness activities, advisory engagements, proactive services, and incident preparedness initiatives.
• Ensure customers understand and leverage the full breadth of Sygnia’s capabilities throughout the lifecycle of the engagement.
• Monitor customer health, engagement levels, service utilization, and satisfaction to proactively identify risks and opportunities.

Retention & Renewal Success

• Own renewal readiness activities throughout the customer lifecycle.
• Identify potential renewal risks early and develop mitigation strategies in partnership with internal stakeholders.
• Track and communicate customer outcomes, service value, and business impact to support long-term retention.
• Partner with Sales and delivery teams to ensure customers achieve measurable value from their investment in Sygnia.

Cross-Functional Collaboration

• Collaborate closely with Sales, Delivery, Operations, and Regional Leadership to deliver an exceptional customer experience.
• Support customer escalations and coordinate internal resources to address issues efficiently and effectively.
• Help shape and mature Sygnia’s global Customer Success function, processes, engagement models, and best practices.

Requirements

What We’re Looking For

• 5+ years of experience in Customer Success, Technical Account Management, Strategic Account Management, or similar customer-facing role within a cybersecurity organization.
• Strong cybersecurity knowledge and the ability to engage credibly with security practitioners, security leadership, and executive stakeholders.
• Experience supporting enterprise and mid-market customers across a variety of industries and technical environments.
• Proven ability to build trusted relationships and maintain high levels of customer engagement throughout long-term service engagements.
• Experience managing retainer-based services, recurring service agreements, or ongoing advisory relationships.
• Strong understanding of enterprise security technologies and security operations, including endpoint, network, cloud, identity, and detection and response capabilities.
• Demonstrated ability to identify customer risks, develop success plans, and drive measurable customer outcomes.
• Strong organizational and project management skills with the ability to manage multiple customer relationships simultaneously.
• High level of ownership, accountability, and independent decision-making.
• Ability to collaborate effectively across sales, operations, delivery, and leadership teams.
• Fluency in Spanish and English.

Bonus Points For

• Experience working within incident response, cyber readiness, managed security services, MDR, SOC, or security consulting environments.
• Experience supporting incident response retainers or similar subscription-based cybersecurity services.
• Familiarity with Customer Success methodologies, health scoring frameworks, lifecycle management, executive business reviews, and customer reporting.
• Experience working with enterprise security teams, CISOs, and executive stakeholders.
• Industry certifications such as CISSP, CISM, Security+, or related cybersecurity credentials.

Why Sygnia

• Join a newly created strategic function with significant visibility and impact across the organization.
• Help shape the future of Sygnia’s global customer success strategy and customer retention programs.
• Work with some of the world's most sophisticated organizations as they strengthen their cyber resilience.
• Collaborate with leading cybersecurity experts across incident response, readiness, proactive security services, and MDR.
• Make a measurable impact on customer outcomes, retention, and long-term business growth.
• Be part of a fast-growing global cybersecurity company that combines technical excellence with a strong client-first culture.