Top Benefits
About the role
Packetlabs was built by an ethical hacker after seeing vulnerability assessments presented as penetration tests. Our slogan "Ready for more than a VA scan?" speaks to the importance of not giving clients a false sense of security. We are a passionate team of highly trained, proactive, ethical hackers. We provide expert-level penetration testing services that are thorough and tailored to help foster a safe digital space where everyone has the right to privacy and security. To do so, we only hire individuals with the same drive and passion.
Our client Success team plays a key role in retention, reactivation, and post-engagement growth. That is why we are looking for a proactive, client-focused Client Success Manager to own the delivery experience, drive renewals, and surface opportunities within existing accounts.
Why This CSM Role is Different
Most post-sale roles focus only on delivery check-ins. This is not that role. Our CSMs guide clients through discovery, drive renewals, and identify where they should focus next in their security strategy. You will manage account health, help re-engage dormant clients, and work closely with Sales and Operations to support long-term success.
Your performance will be measured by outcomes that create lasting impact for clients and the business.
You’ll receive structured onboarding, CRM training, and ongoing support to ensure you're set up for success.
Who You Are
- Always Learning – You stay informed on cybersecurity, compliance, and client success best practices
- Accountable – You are motivated by measurable impact and delivering on promises
- Detail-Oriented – You track timelines, CRM data, and client needs with precision
- Curious – You seek to understand what drives renewal and how clients define value
- Clear Communicator – You translate testing outcomes into language clients can act on
- Commercially Aware – You understand that keeping a client means aligning with their business goals
- Calm Under Pressure – You guide clients confidently during high-stakes discussions
- Tech-Savvy – You are comfortable using CRMs, dashboards, and reporting tools
- Collaborative – You work closely with Sales and Operations to ensure success at every step
- Passionate About Cybersecurity – You care about helping organizations build stronger defenses
What You’ll Be Doing
- Own discovery and delivery coordination for returning clients
- Lead structured review calls focused on impact, growth, satisfaction, and next steps after testing is complete
- Monitor account health and engagement to manage renewals proactively
- Identify indicators that the client may need additional services
- Reactivate dormant clients in partnership with the BDR team
- Collaborate with Operations to ensure testing projects stay on track
- Partner with Sales to support growth by sharing insights and timing triggers
- Keep the CRM up to date with client activity and renewal status
- Capture testimonials, reviews, and referrals to support growth
- Share client feedback and success stories with Product, Marketing, and Sales
What You Bring
- 1 to 2 years of experience in Client Success, account coordination, or client delivery
- Experience in cybersecurity, IT services, or B2B SaaS is preferred
- Proven ability to manage multiple client relationships at once
- Strong communication skills across email, meetings, and documentation
- Familiarity with a CRM platform
- A track record of delivering measurable client outcomes
- You understand that client success means reinforcing the value of our work and aligning with their goals
How We Define Success
- Renewal Rate – You maintain a 50% percent or higher renewal rate
- Engagement Coverage – You complete structured client review calls across all accounts
- Reactivation Impact – You re-engage dormant accounts and influence rebookings
- CRM Accuracy – Your account timelines and renewal data are clean and actionable
- Opportunity Visibility – You flag and document service needs clearly for Sales
- Client Advocacy – You secure 3 or more client reviews, testimonials, or referrals each quarter
Why Us
- Amazing team and working environment
- Competitive compensation and pay for performance
- Fully remote in Canada
- Employee Growth and Development
- Paid Training and Certifications
- Participation in corporate benefit plans
- Wealthsimple GRSP with corporate matching
- Plenty of vacation and personal days
How to Apply
If this sounds like you, apply today. We are looking for someone who takes pride in helping clients get real value and sees the post-sale experience as a growth engine, not just a support function.
About Packetlabs
Packetlabs is an IT consulting firm specializing in expert penetration testing. We offer a number of services to help strengthen your security posture including infrastructure penetration testing, web and mobile application testing, social engineering, red team exercises, source-code reviews and exploit development. Our clients are in a number of industries including government, finance, education, technology, media, retail, healthcare and energy.
Our slogan, "Penetration Testing beyond the checkbox" illustrates our commitment to the industry to provide expert-level penetration testing. Our consultants think outside of the box, find weaknesses others overlook, and continuously learn new ways to evade controls in modern networks.
Top Benefits
About the role
Packetlabs was built by an ethical hacker after seeing vulnerability assessments presented as penetration tests. Our slogan "Ready for more than a VA scan?" speaks to the importance of not giving clients a false sense of security. We are a passionate team of highly trained, proactive, ethical hackers. We provide expert-level penetration testing services that are thorough and tailored to help foster a safe digital space where everyone has the right to privacy and security. To do so, we only hire individuals with the same drive and passion.
Our client Success team plays a key role in retention, reactivation, and post-engagement growth. That is why we are looking for a proactive, client-focused Client Success Manager to own the delivery experience, drive renewals, and surface opportunities within existing accounts.
Why This CSM Role is Different
Most post-sale roles focus only on delivery check-ins. This is not that role. Our CSMs guide clients through discovery, drive renewals, and identify where they should focus next in their security strategy. You will manage account health, help re-engage dormant clients, and work closely with Sales and Operations to support long-term success.
Your performance will be measured by outcomes that create lasting impact for clients and the business.
You’ll receive structured onboarding, CRM training, and ongoing support to ensure you're set up for success.
Who You Are
- Always Learning – You stay informed on cybersecurity, compliance, and client success best practices
- Accountable – You are motivated by measurable impact and delivering on promises
- Detail-Oriented – You track timelines, CRM data, and client needs with precision
- Curious – You seek to understand what drives renewal and how clients define value
- Clear Communicator – You translate testing outcomes into language clients can act on
- Commercially Aware – You understand that keeping a client means aligning with their business goals
- Calm Under Pressure – You guide clients confidently during high-stakes discussions
- Tech-Savvy – You are comfortable using CRMs, dashboards, and reporting tools
- Collaborative – You work closely with Sales and Operations to ensure success at every step
- Passionate About Cybersecurity – You care about helping organizations build stronger defenses
What You’ll Be Doing
- Own discovery and delivery coordination for returning clients
- Lead structured review calls focused on impact, growth, satisfaction, and next steps after testing is complete
- Monitor account health and engagement to manage renewals proactively
- Identify indicators that the client may need additional services
- Reactivate dormant clients in partnership with the BDR team
- Collaborate with Operations to ensure testing projects stay on track
- Partner with Sales to support growth by sharing insights and timing triggers
- Keep the CRM up to date with client activity and renewal status
- Capture testimonials, reviews, and referrals to support growth
- Share client feedback and success stories with Product, Marketing, and Sales
What You Bring
- 1 to 2 years of experience in Client Success, account coordination, or client delivery
- Experience in cybersecurity, IT services, or B2B SaaS is preferred
- Proven ability to manage multiple client relationships at once
- Strong communication skills across email, meetings, and documentation
- Familiarity with a CRM platform
- A track record of delivering measurable client outcomes
- You understand that client success means reinforcing the value of our work and aligning with their goals
How We Define Success
- Renewal Rate – You maintain a 50% percent or higher renewal rate
- Engagement Coverage – You complete structured client review calls across all accounts
- Reactivation Impact – You re-engage dormant accounts and influence rebookings
- CRM Accuracy – Your account timelines and renewal data are clean and actionable
- Opportunity Visibility – You flag and document service needs clearly for Sales
- Client Advocacy – You secure 3 or more client reviews, testimonials, or referrals each quarter
Why Us
- Amazing team and working environment
- Competitive compensation and pay for performance
- Fully remote in Canada
- Employee Growth and Development
- Paid Training and Certifications
- Participation in corporate benefit plans
- Wealthsimple GRSP with corporate matching
- Plenty of vacation and personal days
How to Apply
If this sounds like you, apply today. We are looking for someone who takes pride in helping clients get real value and sees the post-sale experience as a growth engine, not just a support function.
About Packetlabs
Packetlabs is an IT consulting firm specializing in expert penetration testing. We offer a number of services to help strengthen your security posture including infrastructure penetration testing, web and mobile application testing, social engineering, red team exercises, source-code reviews and exploit development. Our clients are in a number of industries including government, finance, education, technology, media, retail, healthcare and energy.
Our slogan, "Penetration Testing beyond the checkbox" illustrates our commitment to the industry to provide expert-level penetration testing. Our consultants think outside of the box, find weaknesses others overlook, and continuously learn new ways to evade controls in modern networks.