Customer Success Manager II

Customer Success Manager II

About Us

At Todyl, we are on a mission to protect small and medium-sized businesses from ever-changing cyber threats. The Todyl platform fully integrates threat, risk, and compliance management to provide exceptional and affordable unified cybersecurity solutions to MSPs (Managed Service Providers) and their end customers.

At the end of the day, we're here to keep our partners and their customers safe, and to help them manage risk and comply with regulations. Protecting others requires a team that works together with trust and cares deeply about carrying out our mission.

About the Role

We're looking for a talented, high energy, collaborative person who wants to be part of a dynamic customer success team, changing the way businesses around the globe are connected and protected.

Todyl Customer Success Managers own long-term relationships with a portfolio of MSP partners, connecting with owners, technical leaders, and key stakeholders to drive their success on the Todyl platform. You will act as the link between partners and our internal teams, making sure the platform is delivered and adopted in a way that matches what the partner is trying to build. Our CSMs are dedicated to adding value to partners, championing their needs inside the company, and driving product usage and expansion.

This is a high-volume, leverage-driven book, not a handful of enterprise accounts. You will manage a large portfolio of MSP partners, and you'll be expected to use data, tooling, and good judgment to decide where your time goes each day.

This role reports to the Senior Director, Customer Success. Todyl has an in-office team, and this role is based in our Denver office.

Key Responsibilities

• Own a portfolio of MSP partners: keep an accurate journey state on every account, engage proactively based on timing, usage, telemetry, and health scoring, and drive partners forward from their first 90 days to full adoption of the platform.

• Lead every partner interaction with a value-add approach, following a defined methodology and playbooks to identify what each partner is trying to build and clearly convey the value of Todyl.

• Identify the gap between what a partner is running today and what the platform can do for their business, and turn that into Customer Success Qualified Leads (CSQLs) for the Account Management team.

• Act as a technical advisor with a complete understanding of the Todyl product stack, the tools partners run their business on such as RMM, PSA, documentation, and backup, and how we fit alongside that stack without adding friction to their workflow or their margin.

• Stay current on the assurance side of our partners' world: cyber insurance requirements and attestations, the compliance frameworks their customers are held to such as CIS, NIST, CMMC, HIPAA, and PCI, and incident response expectations. Help partners turn those requirements into services they can package and sell.

• Know the competitive landscape and how Todyl is positioned, so you can hold a credible conversation when a partner is evaluating alternatives or looking to consolidate vendors.

• Spot risk early from usage, spend, and engagement trends, and resolve product and operational issues quickly, escalating when you need to, so that support and billing work doesn't crowd out the strategic relationship.

• Use AI tools as a standard part of how you work: preparing for partner calls, pulling patterns out of usage and support history, drafting partner-facing follow-ups, and building small automations that take repetitive work out of your week.

• Work closely with Support, Product, Operations, and Sales, meet partners wherever they are by email, phone, screen share, and in person, and keep the CRM current as the system of record for every interaction.

Qualifications: Values Fit

• Extreme ownership, particularly when things go wrong or aren't completed on time.

• Intrinsic drive for growth. Self-motivated, always learning, and focused on raising the bar for yourself and the team.

• Strong bias for action with impact. Make tough decisions quickly, measure results, and iterate with clarity to move the mission forward.

• Comfort with ambiguity and change, embracing both as part of startup life.

• Humility, purpose over ego. Acknowledge mistakes, learn from others, and take feedback while putting the mission first.

• Curiosity about better ways to work. You reach for new tools, including AI, you're willing to change how you work when something better shows up, and you can speak to ways you've used AI to work differently, not just faster.

Qualifications: Who You Are

• 3+ years of customer success management or other relevant experience, with a real passion for customer success and technology. MSP background strongly preferred.

• Working knowledge of how the channel operates: the MSP business model and its margin math, recurring revenue, distributors and marketplaces, vendor programs, and how MSPs package and resell security services to their own customers.

• Strong familiarity with cybersecurity concepts, tools, practices, and compliance standards, including firewalls, VPNs, endpoint and threat detection, and common frameworks. This can come from work at a cybersecurity company or from relevant certifications.

• Demonstrated ability to solve real problems with AI. You've used LLMs and AI-enabled tools in your actual job, not just experimented with them on the side, and you can walk us through a specific problem you solved and what changed as a result.

• Good judgment about where AI helps and where it doesn't, including verifying output and handling partner data carefully.

• A builder's instinct and comfort working from data. You can read a dashboard, spot what's changed, and put together a prompt, a script, a report, or an automation to solve your own problem instead of waiting for someone else to build it.

• Demonstrated ability to communicate, present, and influence credibly at every level of an organization, including executive and C-level, with excellent listening, negotiation, and presentation skills.

• Excellent verbal and written communication skills, and experience delivering client-focused solutions based on customer needs.

• Proven ability to manage multiple projects at once, prioritize among competing tasks, and pay strict attention to detail. You're always looking to improve inefficient processes.

• Critical thinking and problem-solving skills, and the judgment to know which problems are worth your time.

• Natural relationship builder with integrity, reliability, and maturity, self-motivated and able to thrive in a results-driven environment.

• Bachelor's degree in an appropriate field of study, or equivalent work experience.

How Success Is Measured

This role carries real ownership, and you'll know where you stand:

• Retention across the partners in your book

• Contraction, meaning partners who stay but shrink

• Expansion after handoff from the new partner motion

• Customer Success Qualified Leads generated and converted

• Forward progression of partners through the adoption journey

Compensation and Equal Opportunity

Salary range for this position is $80,000 to $85,000. The actual annual salary for this role will depend on each candidate's experience, qualifications, and location of work, with most new hires placed near the midpoint of the posted range to ensure fairness and consistency across our team. This role also includes variable compensation tied to the retention and expansion outcomes listed above.

Todyl provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, transgender status, gender identity or expression, national origin, age, disability, marital status, genetic information, military status, or any other status protected by applicable federal, state, or local laws.

We encourage you to apply even if you don't meet every requirement listed. We're looking for the best person for the job, who may bring a unique combination of skills and experiences that makes them exceptional even if they don't check every box.