Customer Success Manager (with French)

About the Position

Bitdefender, a cybersecurity leader, is seeking a Customer Success Manager (with French) to join our rapidly growing Global Customer Success Team supporting our Enterprise segment. Based in Bucharest, Romania, this role focuses on customer retention, adoption, satisfaction, and long-term success. The Customer Success Manager (CSM) acts as a trusted advisor, working closely with customers to ensure they maximize the value of Bitdefender’s solutions and services.

Responsibilities

• Build and nurture a positive and value-driven customer experience throughout the customer lifecycle.
• Manage and monitor the customer journey from onboarding through engagement and pre-renewal phases.
• Develop trusted-advisor relationships with customers by understanding their business priorities, technical environment, operational challenges, and success criteria.
• Proactively identify customer engagement, adoption, operational, or retention risks and drive mitigation plans in collaboration with internal stakeholders.
• Monitor customer health indicators, product adoption, and engagement signals to ensure continued alignment and value realization.
• Coordinate and lead customer-facing activities such as onboarding sessions, operational reviews, Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), technical check-ins, and strategic alignment meetings.
• Collaborate closely with Account Managers, Renewals teams, Channel stakeholders, Support, Professional Services, Solutions Engineering, and Product teams to ensure a seamless customer experience.
• Assist with customer escalations and high-severity situations when needed, coordinating internal teams through resolution while maintaining customer communication and alignment.
• Support customers using Bitdefender’s Managed Detection and Response (MDR/MXDR) services by providing a Security Account Management component, including recurring operational reviews, incident coordination, and collaboration with the MDR SOC team.
• Participate in operational coverage rotations involving critical customer situations, incident management coordination, and PagerDuty-driven escalation workflows.
• Contribute to improving Customer Success processes, operational workflows, customer engagement strategies, and internal best practices.
• Provide customer insights, feedback, and strategic recommendations internally to improve customer experience, retention, and operational efficiency.
• Act as a customer advocate internally and help strengthen cross-functional alignment across the organization.

Requirements

• 3–5 years of experience in Customer Success, Account Management, Technical Account Management, Customer Support, Professional Services, or another customer-facing role within the software, SaaS, or cybersecurity industry.
• Strong customer relationship management, communication, and stakeholder engagement skills.
• Experience managing enterprise or mid-market customer relationships in a fast-paced technology environment.
• Ability to understand customer business objectives and align technical and operational outcomes to customer value.
• Excellent verbal and written communication skills in French and English (any other language is a plus).
• Strong organizational, prioritization, and multitasking abilities.
• Self-driven, proactive mindset with the ability to work independently and collaboratively across multiple teams.
• Comfortable managing multiple customer engagements and priorities simultaneously.
• Ability to navigate customer escalations and coordinate cross-functional resolution efforts effectively.
• Higher education degree or equivalent professional experience.

Nice to Have

• Previous experience working in cybersecurity, endpoint security, MDR/XDR, SaaS, enterprise software, cloud, or IT infrastructure environments.
• Experience in Technical Customer Success, Security Account Management, Technical Account Management (TAM), Solutions Engineering, or similar customer-facing technical roles.
• Technical understanding of cybersecurity concepts, enterprise IT infrastructure, endpoint protection, integrations, APIs, SIEM/SOAR workflows, cloud technologies, or security operations processes.
• Familiarity with Managed Detection and Response (MDR), SOC operations, incident management processes, or security escalation workflows.
• Experience working with Customer Success and CRM platforms such as ChurnZero, or similar customer engagement and lifecycle management tools.
• Experience working cross-functionally with Support, Engineering, Product Management, Professional Services, or Security Operations teams.
• Experience delivering customer presentations, QBRs/EBRs, adoption reviews, or executive-level business discussions.

We Offer

• Opportunity to work with a leading cybersecurity company.
• Be part of a dynamic and innovative team.
• Competitive salary and benefits package.
• Professional growth and development opportunities.

About the Company

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit Bitdefender.