Customer Success Partner

Customer Success Partner (Service Delivery) iGuardSA, City of Johannesburg, Gauteng, South Africa iGuardSA is a leading cybersecurity company dedicated to protecting organizations from evolving digital threats. We provide innovative security solutions and exceptional service to ensure our clients' digital assets remain safe. At the heart of everything we do are our core values: Trust, Discipline, and Execution. We earn and maintain the trust of our clients by being reliable and transparent in every engagement. With discipline, we uphold the highest standards of security and professionalism. Through precise execution, we deliver measurable results that empower organizations to operate with confidence in a digital-first world. Position Summary We are looking for a dynamic Customer Success Partner to join our team. As the trusted link between our Security Operations Centre and a portfolio of customers, you'll lead and manage the delivery of exceptional security services that drive measurable outcomes. This role goes beyond service delivery; it's about building strong, trusted relationships with customer IT teams, collaborating across SOC, Technology, and Innovation departments, and ensuring every interaction adds tangible value. By combining a people-focused approach with a results-driven mindset, you'll ensure customers feel supported, engaged, and confident in their security posture, while continuously raising the standard of enterprise security through trust, discipline, proactive engagement, and flawless execution. Key Responsibilities Service Delivery & Performance Ensure effective implementation of management plans and policies to deliver consistent, high-quality services to clients. Continuously review, refine, and strengthen processes to enhance the Service Delivery Framework. Monitor and manage SLAs, addressing challenges proactively and ensuring commitments are met. Prepare, present, and lead monthly SLA review meetings with assigned customers. Manage SLA schedules, billing activities, and service delivery reviews with accuracy and transparency. Customer Engagement & Relationship Management Build and maintain strong, trust-based relationships with internal teams and external stakeholders. Act as a customer advocate, ensuring their needs and priorities are represented within the organization. Proactively engage with customers to understand their evolving needs and deliver tailored solutions. Receive, evaluate, and resolve customer requests, inquiries, and complaints promptly, ensuring positive outcomes. Manage customer escalations end-to-end, coordinating effective resolution with SOC teams. Collaboration & Cross-Functional Partnership Work closely with SOC, Technology, and Innovation teams to implement and sustain customer security services. Partner with customer IT departments and stakeholders to design and maintain robust security plans, procedures, and documentation. Promote seamless cooperation across departments, ensuring customers receive holistic support. Advise, coach, and mentor team members to strengthen service delivery capabilities and foster a culture of excellence. Identify opportunities for innovation, service optimization, and enhanced customer outcomes using data insights and feedback. Drive continuous improvement initiatives to increase efficiency, strengthen security posture, and maximize customer value. Qualifications Bachelor's degree in computer science, Information Technology, or related field. ITIL 4 Certification Expert report design and compilation. Experience in Quality Management of delivery, escalation and reporting. Extensive experience in enterprise security document creation. Experience in designing and delivering employee security awareness training. Experience in developing Business Continuity Plans and Disaster Recovery Plans. Relevant cybersecurity certifications (e.g., CISSP, CISM, CompTIA Security+). Experience with CRM and Customer Success tools. At least 2 – 3 years of proven experience in customer success, service delivery, or account management within cybersecurity or similar IT sectors. Preferred Skills Strong understanding of cybersecurity concepts, products, and services. Excellent communication, interpersonal, and problem-solving skills. Ability to manage multiple client accounts simultaneously and prioritize effectively. Technical aptitude to understand complex security solutions and collaborate with technical teams. Customer-focused mindset with a proactive approach to service. Analytical and reporting skills with the ability to interpret SLA metrics, security data, and performance reports to drive insights and improvements. Stakeholder management experience engaging with senior IT leaders and cross-functional teams to align goals and execution. Conflict resolution and escalation management to handle high-pressure situations calmly and effectively. Project management capability to oversee service delivery schedules, implementations, and process improvements. Adaptability to change in a rapidly evolving cybersecurity landscape. Coaching and mentoring skills to guide team members and foster collaboration. Results-driven mindset focused on delivering measurable outcomes, aligned with the company's values of Trust, Discipline, and Execution. Should you feel that your experience, values, and aspirations align with this role, we would love to hear from you Please submit your most recent resume / CV to specified email or link here . #J-18808-Ljbffr