Customer Success Manager, Cybersecurity SaaS, Social Engineering & Phishing Defense
I help mid-enterprise and enterprise security customers get from onboarding to real adoption, renewal, and expansion. My particular strength is spotting risk early and turning accounts around before they become escalations.
I have spent 12 years in cybersecurity SaaS Customer Success across phishing defense, security awareness, social engineering, SOAR, XDR, MDR, and insider risk. I have managed mid-enterprise and enterprise customers, from U.S. Federal agencies to Fortune 100 retailers and the Big Four, through onboarding, adoption, renewal, and expansion.
Much of my work has focused on accounts in trouble. I recovered three RED-status accounts representing more than $4M in at-risk ARR, and I formalized that approach as the Path to Green, a 30/60/90-day recovery framework built on root-cause diagnosis, stakeholder alignment, and a recovery plan with visible milestones.
I also build the systems that keep accounts healthy: customer programs, health-monitoring models, account-planning frameworks, and scalable CS processes, in both high-growth startups and large cybersecurity organizations. At Palo Alto Networks I created the Account Success Plan program and rolled it out company-wide.
Portfolio management, onboarding and adoption, value realization, renewals, expansion, customer enablement, business reviews
Health monitoring, early risk identification, at-risk recovery, root-cause analysis, executive alignment, recovery planning
Technical and executive stakeholders, C-suite communication, cross-functional collaboration, customer advocacy
115%+ NRR, $8.5M+ ARR portfolio, $2M+ expansion pipeline, outcome-based account planning, upsell identification
Phishing defense, social engineering, security awareness, security behavior change, SOAR, XDR, MDR, SIEM, insider risk
Account health modeling, adoption tracking, playbooks, Account Success Plans, Gainsight, Salesforce, Planhat, process design
"Customer Success is ultimately about trust, and that is something that comes naturally to him. He knows how to listen, understand what a customer actually needs, build strong relationships at every level, and translate those relationships into meaningful business outcomes."
Melanie Johnson, Senior People Operations Manager, worked with Mark at Deepwatch
"Whether supporting a customer, helping work through a difficult situation, or stepping in for the team, Mark was dependable, knowledgeable, and focused on getting to the right outcome."
Clinton Kosh, Founder, Clintware, worked with Mark at PhishMe/Cofense
"You are the best CSM I've had since I started my career."
Information Security Engineer, SHAZAM
"You get it. You understand the customers."
Systems Engineer, Palo Alto Networks
I am open to Customer Success Manager roles in cybersecurity SaaS. The best way to reach me is by email or phone.