About this role.
Teramind is seeking a mid-market Customer Success Manager to own post-sale relationships with strategic enterprise customers. The role focuses on onboarding, adoption, value realization, renewals, retention, and identifying expansion opportunities. The successful candidate will partner closely with Sales, Account Management, Support, and Product while advocating for customer needs internally. This is a remote contractor role based in Poland, supporting the EMEA market and requiring at least three years of B2B Customer Success experience. Familiarity with customer-success platforms, health metrics, subscription renewals, and technical cybersecurity products is advantageous.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I begin by confirming the customer's business objectives, stakeholders, implementation scope, and measurable success criteria. I then document milestones, adoption targets, risks, ownership, and review cadences in a shared success plan. I use regular checkpoints and product-usage data to keep the plan current and demonstrate progress toward outcomes.
I would monitor leading indicators such as declining usage, unresolved support issues, low engagement, stakeholder changes, and missed value milestones. Once a risk is identified, I would validate the root cause with the customer, build a recovery plan with clear actions and owners, and involve the appropriate internal partners. I would communicate progress consistently and ensure the customer sees a credible path to realizing value before the renewal decision.
I view the two goals as aligned when expansion is based on demonstrated customer value. I first ensure the customer is achieving outcomes with their current solution, then identify gaps or growth plans where additional capabilities can help. I present recommendations transparently and partner with the account team so that commercial conversations remain consultative rather than transactional.
I would combine quantitative and qualitative indicators, including product adoption, feature utilization, active users, engagement with enablement, support trends, executive sponsor involvement, milestone completion, NPS or satisfaction feedback, and renewal timing. The weighting should reflect the customer's use case and desired outcomes. I use the resulting health view to prioritize outreach and trigger targeted interventions.
For administrators, I would focus on workflows, configuration, integrations, controls, and practical operational outcomes. For executives, I would translate those capabilities into business impact such as reduced insider-risk exposure, stronger visibility, compliance support, and protection of sensitive data. In both cases, I would tailor the discussion to the stakeholder's goals and validate understanding through questions.
About the Role
As a Mid-Market Customer Success Manager, you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer outcomes.
Responsibilities
• Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization
• Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI
• Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates
• Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps
• Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to expand accounts
Requirements
• 3+ years in B2B Customer Success with proven track record in driving adoption, retention, and expansion
• Strong grasp of Customer Success frameworks, lifecycle management, and subscription renewal processes
• Experience with HubSpot, ChurnZero (or similar CS platforms), and customer health metrics
• Excellent relationship-building skills with ability to navigate high-stakes conversations across all stakeholder levels
• Detail-oriented, highly organized, and willing to dive deep into technical product details (cybersecurity experience a plus)
Compensation
Additional Information
About Us
At Teramind, we’re pioneering a predictive, AI-driven approach to safeguarding organizations’ people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset – delivering clear visibility, control, and proactive protection across digital environments.
We’re open to hiring in just about every country in the world! Feel free to apply even if you don’t live in the country listed in the job description.
Benefits
This is a remote role. Teramind has been a fully remote company since 2014, and for us that means real flexibility and teams that are genuinely global and diverse.
You’ll also get:
- Competitive compensation
- Flexible paid time off
- Laptop reimbursement
- Career growth and professional development opportunities
- Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated. You can make an impact quickly.
Our Recruitment Process
We don’t expect you to check every box on the list. If you can picture yourself contributing to this team, we want to hear your story!
Most roles move through three interviews, though some can move quicker with fewer rounds. Leadership and technical roles may move through a more thorough process with multiple interview stages. All roles require reference and background checks.
Equal Opportunity
Teramind is proud to provide equal employment opportunities to all employees and applicants, and we do not discriminate on the basis of any characteristic protected by applicable local law. We provide reasonable accommodations to individuals with disabilities. If you need an accommodation to complete this application, participate on an interview, or perform this role, contact hr@teramind.co.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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