Thanks for your interest in working with us! Defendify is a fast-growing, fun-loving cybersecurity startup with a small, vibrant team and head offices in Portland, Maine. Resourcefulness, responsiveness, problem-solving, can-do attitude, and empathy are core values that shape who we are, what we do, and how we deliver amazing customer experiences.

Position Details

We’re looking for a Customer Success Manager to join us full-time. Someone with a customer-first mindset who is passionate about nurturing relationships and strives for continuous improvement. The successful candidate is a great communicator who identifies and addresses key issues with urgency, efficiency, and empathy. Customer satisfaction and retention are your superpowers, churn is your kryptonite.

About You

We are looking for a team player who:

  • Is a self-starter who enjoys a team environment, but also works well autonomously.
  • Thrives in a collaborative culture that values a customer-first mindset and approach.
  • Has the ability to cultivate and nurture strong relationships with customers out the gate and over the long run.
  • Has a passion for solving problems with a can-do attitude (i.e. the glass is half full!) and who is always eager to proactively roll up their sleeves, learn, grow and tackle new challenges.
  • Is attuned to the interplay of customer success, sales, marketing, and support with a knack for understanding and communicating across disciplines and varied experience levels.
  • Is empathetic, toward customers and team members, and who prioritizes and takes pride in their sense of urgency and ability to problem solve on behalf of the customer.
  • Is driven to deliver quality in all aspects of the job, from precision and process to workflows and workmanship.
  • Is creative and intuitive, known for clever and outside-the-box thinking balanced against the realities of bandwidth, budget, turnaround time, and feasibility.
  • Has strong oral and written communication skills and who is creative and witty, yet professional in their approach to prospecting new customers.
  • Has a proven track record of meeting and exceeding goals.
  • Is comfortable using CRMs, prospecting software tools, video platforms, and social media.
  • Enjoys participating in team discussions and events, including Defendify’s ongoing charity work and missions within the community.

Please note, direct cybersecurity experience is not required. Guidance and necessary training will be provided.

Responsibilities

  • Customer Onboarding
    • Onboard and provide guidance for new customers with the Defendify platform.
    • Assist customers in activating and configuring Defendify modules and tools.
  • Customer Guidance and Support
    • Schedule, plan, and orchestrate regular customer check-in meetings.
    • Review customer reports and provide ongoing guidance.
    • Liaise with Defendify technical support on behalf of customer when required.
  • Customer Retention
    • Build and execute customer retention strategies.
    • Conduct post churn customer reviews and surveys to identify areas of improvement (product and process).
    • Manage and monitor customer retention metrics, set goals and work to achieve and exceed them.
    • Analyze and present post-churn discovery details to other team members for group learning and improvements.
    • Identify areas for improvement across customer success and present findings to leadership regularly

Your Success

You are not alone in your role: The Defendify team is made up of "A" players dedicated to your training and success. We thrive on a transparent management philosophy that fosters team collaboration.

Compensation and Benefits

This is a flexible position open to candidates with varying levels of experience and offers significant long-term growth potential. Compensation is competitive and commensurate with experience, and is variable based on personal performance. Our benefits package is comprehensive and includes health, dental, and vision coverage, educational reimbursement, a 401(k) program, paid time-off, and more.

Love What You Do

With Defendify everyone enjoys a flexible work environment allowing team members to work remotely and/or from our head office in Portland, ME. It’s a fun and energetic culture where everyone genuinely cares about each other and the work they do. We're passionate about our product, the problems we're solving, our customers, our partners, and our team. We're in it together, enjoying work and play every day. That includes impromptu social outings and celebrations, company huddles and meetups, team building events, and charity work—even in a remote team digital world!

Opportunity Knocks


This position offers a great opportunity to make an impact as a part of a small team solving big problems, making cybersecurity possible for all businesses. Are you a creative self-starter with an appetite to learn and grow? If so, we'd love to hear from you!