Customer Success Account Manager (CSAM), MDR

With the continued growth of its Managed Detection and Response (MDR) service, Mondata is looking for a dynamic, bilingual (French and English) Customer Success Account Manager to join its team. In this role, you will work closely with our clients to ensure their long-term success with MDR, our managed detection and response service backed by our Security Operations Center (SOC). The ideal candidate is highly autonomous, with a proven track record of applying and adapting customer success processes and best practices. This role calls for a people person who can influence clients toward renewal while keeping internal technical teams aligned.
As a Customer Success Account Manager, you will play a key role in ensuring our clients both receive and understand the value of Mondata’s MDR service. You will own a portfolio of more than 40 MDR clients. Your mission: turn our detection and response work into visible business value, improve satisfaction, and drive retention, all while building long-lasting, productive relationships. During onboarding, you will act as project manager, bringing the right pieces together so clients realize value quickly. You will work closely with the MDR Account Executive, the Technical Account Manager (TAM), and our SOC analysts to stay aligned on client needs and drive continuous improvement.
This role reports to the Chief Revenue Officer (CRO) of Mondata. The position can be based in Montreal or Quebec City.

Roles and Responsibilities

• Own the business relationship with a portfolio of more than 40 MDR clients, from deployment to renewal, ensuring they achieve their goals and get full value from the service.
• Lead client onboarding as a project: handoff from sales, client and internal kickoff meetings, connecting the right stakeholders, and delivering our welcome kit, adapting the approach to each client’s complexity.
• Partner with the TAM to prepare and deliver weekly, monthly, and quarterly client reviews, turning incident reports into business value by highlighting the most significant incidents, identifying trends, drawing connections, and making clear recommendations.
• Track, analyze and master key metrics and KPIs, and present them confidently to clients through clear, compelling data storytelling.
• Proactively engage clients to maintain satisfaction, drive renewals, and uncover upsell opportunities by aligning MDR, as well as Mondata’s broader portfolio including WeActis, with their needs.
• Build and nurture strong relationships with key stakeholders at every level of client organizations, from operational to executive, as well as with Mondata’s technical teams, positioning yourself as a trusted advisor for their cybersecurity needs.
• Join technical teams on client calls, helping keep discussions focused and answers aligned with the client’s priorities.
• Collaborate with the MDR Account Executive, the TAM, and SOC analysts to deliver a seamless client experience.
• Review and understand client contracts to ensure service, renewal, and billing terms are clear and respected.
• Track client billables and work closely with our billing team to ensure invoicing accurately reflects each client’s contract and services, following up when needed.
• Adopt, adapt, and document customer success processes, workflows, and best practices for onboarding, renewal, and upsell, building on Mondata’s existing customer success framework and tailoring it to MDR.
• Continuously refine customer success processes to ensure an efficient, high-impact client journey.
• Document all client meetings, needs, and next steps in our customer success platform (currently Salesforce), centralizing client information to strengthen collaboration across internal departments.

Your Profile

• Proven experience as a Customer Success Account Manager or in a similar B2B enterprise account management role, ideally in managed services or cybersecurity.
• Strong experience applying and structuring customer success processes and documentation, with the judgment to adapt them to a service-based offering.
• Ability to influence clients toward renewals and upsell opportunities, with a focus on long-term business value.
• Highly autonomous and driven, able to thrive in a fast-paced, dynamic environment.
• Strong communication and relationship-building skills, with the ability to translate technical information into clear business value.
• Comfortable working with internal teams, including sales, technical account managers, SOC analysts, and product, to ensure alignment on client needs and service development.
• Strong project management and organizational skills to lead onboarding for clients of varying complexity.
• Solid understanding of new client onboarding processes, service launch challenges, and stakeholder coordination.
• Fluent in French (required) and English, with the ability to manage relationships at multiple levels within client organizations (operational to strategic).

You’ll stand out with

• 5+ years of experience in a similar customer success role.
• Experience in cybersecurity or managed security services (MSSP or MDR).
• Experience with CRM tools (ideally Salesforce).
• Combined experience in customer success, B2B sales, and project management.
• Familiarity with SOC operations, incident response, or security tools such as SIEM and EDR.
• Experience building compelling client presentations and executive reviews from technical data.
• Knowledge of public and parapublic sector tendering and procurement processes in Quebec.