Customer Success Manager

About the Role Join AO Kaspersky Lab as a Customer Success Manager focused on ensuring customers derive maximum value from Kaspersky products and services, maintaining strong relationships, and driving renewals and expansion by aligning technical outcomes with business goals. What You'll Do

• Develop and maintain a deep understanding of the customer’s IT and information security infrastructure, architecture, and related business processes, including current deployments and planned changes.
• Proactively identify and address potential dissatisfaction risks that may affect renewal and expansion decisions, ensuring timely mitigation actions.
• Collaborate closely with Customer Success Engineers, subject matter experts, Product Management, Support, and Sales teams to achieve agreed customer outcomes and business objectives.
• Build and maintain strong, trust-based relationships with customers’ technical specialists and management representatives, ensuring regular and transparent communication.
• Serve as the primary point of contact for assigned customers on all matters related to Kaspersky products, services, and technical support.
• Proactively identify, organize, and coordinate resources on both the Kaspersky and customer sides to ensure efficient execution of agreed tasks and initiatives.
• Represent customer interests within Kaspersky by registering, prioritizing, and tracking technical issues, feature requests, and other product-related needs until satisfactory resolution.
• Work with R&D and Product Management to provide structured customer feedback and business justifications for product improvements and enhancements.
• Gather and maintain up-to-date information on key customers’ IT/IS infrastructure, security architecture, development roadmaps, and relevant context. What We're Looking For
• Proven ability to build strong relationships with customers’ technical and management stakeholders.
• Experience acting as primary liaison for customers across products, services, and technical support.
• Strong cross-functional collaboration with internal teams (CS, engineering, PM, Support, Sales).
• Ability to identify risk to renewal/expansion and drive mitigation actions.
• Solid understanding of IT/IS infrastructure and information security.
• Excellent communication and organizational skills with the ability to gather and relay feedback to product teams.
• Proactive, self-motivated, and able to coordinate and prioritize competing tasks.