This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As a Customer Success Manager (CSM) at TD SYNNEX, you will manage high-value customer relationships, ensuring successful software distribution, onboarding, adoption, and retention of cybersecurity solutions distributed through TD SYNNEX. You will act as a trusted advisor, driving value realization and long-term engagement, while working cross functionally with Sales, Product, and Support teams. This role is ideal for someone with strong relationship management skills, a passion for technology and security, and a proactive mindset to drive outcomes.

What You'll Do

• Customer Relationship Management:
  • Build and nurture appropriate relationships with key stakeholders to drive trust and ensure satisfaction, solution adoption, and alignment with business goals.
• Onboarding & Implementation Support:
  • Lead and/or facilitate new end-customer onboarding processes, ensuring quick time-to-value with effective deployment and enablement strategies.
• Product Adoption & Optimization:
  • Monitor product usage metrics and customer health to proactively drive adoption, minimize churn risk, and identify upsell opportunities.
• Account Expansion:
  • Partner with Sales to identify and qualify expansion opportunities across your portfolio. Help customers explore additional products, services, or vendors in the distribution ecosystem.
• Advocacy & Voice of Customer:
  • Collect feedback and insights from customers to influence product development and improve operational processes. Act as the voice of the customer internally.
• Renewals & Retention:
  • Own renewals in partnership with Sales and Contracts teams, ensuring strong NRR (Net Revenue Retention) and minimal churn.
• Process Improvement & Documentation:
  • Help build and refine scalable success plans, playbooks, and engagement models appropriate for a distribution business.

Qualifications

• 5+ years in Customer Success, Account Management, or equivalent roles in a B2B SaaS or cybersecurity environment.
• Experience working in or with cybersecurity software, ideally in a vendor, VAR, or MSSP model.
• Demonstrated ability to manage enterprise or high-touch accounts with a consultative, value-driven approach.
• Strong understanding of cybersecurity technologies and/or IT infrastructure solutions.
• Excellent communication, stakeholder management, and problem-solving skills.
• Familiarity with tools like Salesforce, Gainsight, HubSpot, Client Success, or similar CS and CRM platforms.
• Ability to work cross-functionally with Sales, Product, and Support in a fast-paced environment.

Preferred Qualifications

• Experience in cybersecurity channel sales or software distribution environments.
• Technical background or certifications (e.g., CompTIA Security+, CISSP, or vendor-specific certifications).
• Experience with usage-based or consumption models and metrics like NRR and CSAT.

Working Conditions

• Professional, office environment.
• Local (in-country) travel required.
• Occasional non-standard work hours or overtime as business requires.
• Remote / Work-from-home.

Benefits

• Influence and impact across high-profile accounts in a mission-critical industry.
• Support from a collaborative, cross-functional success and services team.
• Competitive compensation with bonus and career development pathways.
• Exposure to leading cybersecurity technologies and trends.
• A customer-first culture with leadership committed to your success.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.