Customer Success Project Manager

Kaspersky·India·Удалённо, Офис·вчера

Job responsibilities:

Project Planning & Delivery (Enterprise Security Programs)

Own end-to-end delivery of Kaspersky security implementations (Endpoint Security, EDR, Security Center) from scoping → design → rollout → go-live → stabilization → closure
Define phased rollout strategies (pilot → controlled expansion → enterprise-wide deployment) aligned to risk posture and business priorities
Establish delivery frameworks, milestones, and success criteria tied to security outcomes (coverage %, policy compliance, threat visibility)
Manage scope, schedule, and cost baselines, performing structured impact analysis and securing stakeholder approvals via formal change control
Maintain governance cadence (steering committees, executive reporting, escalation paths) with clear accountability across stakeholders
Track execution against scope, timeline, budget, and security quality benchmarks

Technical Coordination (Security Architecture Alignment)

Align solution architecture and deployment design with engineering, product, and technical support teams
Drive infrastructure and environment readiness (AD/GPO, network segmentation, endpoint compatibility, bandwidth constraints)
Oversee agent deployment strategies (push, SCCM, GPO, script-based, remote rollout for distributed workforce)
Ensure integration with enterprise security stack (SIEM, SOAR, identity systems, patching tools, monitoring platforms)
Validate cross-environment compatibility (on-prem, cloud, hybrid, VDI, remote endpoints)

Deployment Execution (Controlled Security Rollouts)

Lead phased, risk-controlled deployments across large-scale, multi-site enterprise environments
Develop and standardize implementation playbooks, hardening baselines, and operational runbooks
Execute pilot deployments and rollback strategies to minimize operational and security risks
Monitor rollout using KPIs and SLAs (deployment success rate, agent health, policy enforcement, incident leakage)
Identify and resolve technical and operational blockers proactively across teams

Stakeholder & Client Management

Act as primary engagement owner for customer stakeholders, including IT, Security, and executive leadership
Coordinate across product, sales, support, SOC teams, and external partners/vendors
Deliver structured, data-driven status reporting (risks, metrics, deployment progress, security posture improvements)
Manage implementation partners and channel ecosystem for large or distributed deployments
Drive expectation alignment between customer requirements and product capabilities

Risk, Quality & Continuous Improvement

Maintain RAID logs with proactive mitigation and ownership tracking
Define acceptance criteria aligned to security outcomes; govern UAT, validation, and production readiness
Oversee post-deployment validation (policy enforcement, threat detection efficacy, performance impact)
Drive user adoption and operational readiness via training, documentation, and knowledge transfer
Identify process optimization opportunities and contribute to scalable, repeatable enterprise deployment frameworks

Customer Success Responsibilities
In addition to technical project delivery responsibilities, the role should also support customer success objectives across the post-sales lifecycle. This means not only ensuring that technical work is delivered on time and with quality, but also helping customers adopt solutions successfully, reducing operational friction, and improving the overall customer experience.

Manage international customer-facing and internal projects across the full project lifecycle, from initiation and planning through execution, control, and closure.
Support customer onboarding activities, including coordination of kick-off, alignment on implementation stages, and establishment of clear communication routines.
Maintain structured customer communications during project execution, ensuring transparency of status, risks, dependencies, and next steps.
Monitor customer risks proactively, identify early warning signals, and coordinate preventive actions before issues escalate.
Work closely with Customer Success, Support, Presales, Sales, Product Management, and Delivery teams to remove blockers affecting customer outcomes.
Contribute to improvement of customer journey processes, including onboarding, service interactions, and internal handoffs between teams.
Collect and analyze customer feedback related to implementation experience, service quality, and product usage, and convert findings into improvement actions.
Support initiatives aimed at increasing solution adoption and long-term customer value realization.
Participate in activities related to customer satisfaction measurement, including CSAT, NPS, CES, or other relevant feedback mechanisms.
Help reduce escalations and repeated support issues by identifying systemic causes and driving follow-up actions with relevant stakeholders.
Prepare recommendations for process, service, or communication improvements based on customer experience insights.
Increases operational efficiency through automation and standardization of customer.

Job requirements:

10+ years of experience in IT, with 7+ years in Technical Project / Program Management delivering enterprise-scale security or infrastructure deployments
Proven track record managing large-scale endpoint or security solution rollouts (10K+ endpoints or multi-site environments preferred)
Strong understanding of enterprise infrastructure (Active Directory, networking fundamentals, endpoint management, virtualization)
Demonstrated experience in system integration across security ecosystems (e.g., SIEM, EDR, identity platforms, monitoring tools)
Experience leading distributed, cross-functional teams across geographies, including vendors and implementation partners
Hands-on proficiency with project governance and tracking tools (e.g., Jira, Microsoft Project, Confluence)
Strong exposure to structured change management processes (CAB, release cycles, rollback planning)

Core Competencies:

Technical & Delivery Skills

End-to-end program ownership: scoping, planning, scheduling, execution, tracking, and executive reporting
Security-focused deployment management: endpoint rollout strategies, agent deployment methods (SCCM/GPO/script-based), policy enforcement validation
Budget and financial governance: forecasting, cost tracking, variance analysis, and optimization\
Risk, issue, and change management: proactive identification, impact analysis, and controlled execution via formal governance
Working knowledge of delivery methodologies (Waterfall, Agile, Hybrid) with ability to apply pragmatically in enterprise environments
Experience managing large-scale, multi-region deployments with infrastructure and security dependencies

Interpersonal & Leadership Skills

Strong ownership mindset with ability to drive outcomes in complex, ambiguous environments
Excellent executive communication and stakeholder management, including CISO/IT leadership interactions
Skilled in negotiation and conflict resolution across technical and business stakeholders
High analytical rigor and attention to detail, especially in risk-sensitive environments
Ability to operate effectively across time zones, cultures, and distributed teams, maintaining delivery momentum under pressure

Preferred Qualifications (Highly Desirable):

Direct experience with cybersecurity solutions (Endpoint Security, EDR/XDR, SIEM, threat detection platforms)
Prior exposure to Kaspersky Security Center / Endpoint Security deployments (strong advantage)
Certifications such as PMP, PgMP, PRINCE2, or SAFe/Agile
Experience in managed security services (MSSP) or enterprise SaaS security deployments
Working knowledge of Windows Server environments, Active Directory (GPO), and Linux systems
Familiarity with enterprise deployment tooling (e.g., SCCM, Intune, endpoint orchestration tools)

Application process: