Client Success Manager

Packetlabs was built by an ethical hacker after seeing routine vulnerability assessments presented as comprehensive penetration tests. Our slogan, "Ready for more than a VA scan?" speaks to our core belief: a false sense of security is no security at all. We are a passionate team of highly trained, proactive ethical hackers providing expert-level penetration testing tailored to foster a safe digital space. To do that, we only hire individuals who share that same drive, integrity, and passion.

Our Client Success team doesn't just manage accounts; we act as trusted strategic partners. We recognize that every organization is at a different stage in its security maturity journey and seek to provide every client with custom recommendations that set our partners up for ongoing success. Your mission will be to meet clients where they are today and uncover where they hope to be in the future by understanding their unique risk profile and objectives, and guide them on a continuous path to advance their overall security posture. The role will be important in supporting retention, deepening relationships, and fostering post-engagement growth.

It is important to note that we are open to exceptional candidates who come from out-of-industry. We are looking to hire someone with the right underlying skill sets: deep curiosity, strong business acumen, and a consultative approach to relationship management.

Why this CSM role is different

• Many post-sales roles focus exclusively on transactional check-ins and reactive troubleshooting. This is not that position. Our trusted CSMs:

• • Proactively Manage Account Health: Identifying strategic partners, strengthening trust within existing relationships, and re-engaging dormant accounts;
  • Map the Journey: Helping clients visualize what the next stage of maturity can look like over 12-18 months;
  • Drive Strategic Expansion: Turning what competitors may see as ‘renewals’ into collaborative strategy sessions, ensuring our testing scales alongside the client's growing infrastructure and emerging threat landscape, and;
  • Bridge the Gap: Working closely with both Sales and our technical teammates in Operations to translate complex needs into clear, actionable business strategies to support long-term success.

Who you are

• Always Learning: You stay informed on industry, sales, and Client Success best practices
• Accountable: You are motivated by measurable impact and delivering on promises
• Detail-Oriented: You track timelines, CRM data, and client needs with precision
• Curious: You seek to understand what drives repeat buyer behaviour and how clients define value
• Clear Communicator: You translate testing outcomes into language that clients can act on
• Commercially Aware: You retain and grow client partnerships by prioritizing their strategic goals, ensuring our solutions adapt to their business - not the other way around
• Calm Under Pressure: You guide clients confidently during high-stakes discussions
• Tech-Savvy: You are comfortable using CRMs, dashboards, and data-rich reporting tools
• Team Player: You are deeply passionate about working within a tight-knit, collaborative ecosystem and actively reject the idea of operating in an isolated silo

What you bring

• 2-5 years of experience in Client Success, relationship management, or consultative sales
• Experience in cybersecurity, IT services, B2B SaaS, or consulting is an asset
• Proven ability to manage multiple client relationships at once, and triage opportunities
• Strong written and verbal communication skills across emails, meetings, and documentation
• You’re comfortable diving into and obsessing over data
• Familiarity with a CRM platform (Salesforce, HubSpot, etc.)
• Proven track record of delivering (or exceeding) measurable client outcomes
• Deep understanding that client success means aligning with client goals and reinforcing the value of our work.

What you’ll be doing

• Own the client lifecycle: Lead strategic review calls focused on outcomes, growth opportunities, and next steps while coordinating discovery and delivery for returning clients to ensure a seamless experience;
• Proactively manage and forecast opportunities: Monitor account health and engage clients well ahead of typical buying cycles to remain aligned to the client's evolving security objectives;
• Re-engage dormant accounts and drive strategic growth: Partner with Inbound/Outbound peers to reactivate dormant accounts - not with a transactional sales pitch, but by checking in on their security health and introducing new strategies to elevate their defenses, and;
• Act as the voice of the client internally: Collaborate closely with Client Success, Sales, Marketing, and Operations to align client needs with business objectives, share feedback, and drive advocacy through reviews, referrals, and testimonials.

How we define success

• Renewal Rate: You maintain a 65% percent or higher renewal rate
• Engagement Coverage: You complete structured, prepared debrief and planning calls across all accounts that demonstrate our approach to strategic partnership
• Reactivation Impact: You re-engage dormant accounts and influence rebookings
• CRM Accuracy: Your opportunity timelines and renewal data are clean and actionable
• Opportunity Visibility: You flag and document service needs clearly for Sales
• Client Advocacy: You secure 3 or more public client reviews/testimonials, or referrals each quarter

Why us?

• Amazing team and collaborative working environment
• Competitive compensation and pay-for-performance
• Fully remote in Canada
• Ongoing professional growth and development
• Paid training and certifications
• Participation in corporate, employer-paid benefit plans for you and your family
• Wealthsimple GRSP, with corporate matching
• Plenty of vacation and personal/sick days (in addition to paid time off for your birthday, professional development activities, and volunteering)