Seeking a Customer Success Manager role managing enterprise or strategic SaaS accounts, ideally in cybersecurity. Experienced managing $8.5M+ ARR portfolios across Fortune 100 customers, stabilizing at-risk accounts, driving adoption, and delivering 115%+ Net Revenue Retention through strong executive stakeholder engagement.
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Mark Bernardin
@markbernardin
Customer Success leader with 11+ years managing $8.5M+ ARR enterprise portfolios across Fortune 100 accounts.
United StatesWhat I'm looking for
My career has focused on helping enterprise customers succeed with complex cybersecurity SaaS platforms.
I currently manage an $8.5M ARR portfolio of Fortune 100 customers, delivering 115%+ net revenue retention by driving adoption, executive alignment, and expansion across multi-product environments.
Previously at Swimlane, I achieved 120%+ net revenue retention by designing structured engagement programs that increased adoption and enabled earlier expansion conversations.
I specialize in stabilizing high-risk enterprise accounts and guiding customers from escalation to long-term success.
Beyond direct customer work, I’ve helped scale Customer Success organizations by:
launching account success planning frameworks
creating onboarding and training programs
mentoring new CSMs and developing playbooks used across teams
I’m also the author of multiple Customer Success books including The Path to Green, focused on recovering at-risk enterprise accounts and improving Net Revenue Retention.
My background blends cybersecurity expertise with executive-level customer leadership, helping companies protect revenue while delivering measurable outcomes for their customers.
Experience
Work history, roles, and key accomplishments
Current
Founder & Customer Success Advisor
ClearPath CX
Jan 2021 - Present (5 years 2 months)
Built Customer Success consultancy serving 25+ SaaS companies, improving average client net retention by 22% through strategic frameworks, value realization programs, and process optimization
Authored 6 Customer Success books adopted by 10,000+ CS professionals globally, including industry-standard "Path to Green" at-risk recovery methodology
Managed enterprise insider risk platform deployments across security teams, guiding customers through onboarding, adoption, and value realization
Role concluded following leadership restructuring that eliminated multiple positions across the Customer Success organization
Managed $8.5M ARR enterprise portfolio across Fortune 100 and Big Four customers including Lowe’s, The Home Depot, and EY, delivering 115%+ net revenue retention
Served as acting team lead for 7 CSMs during 4-month transition, coordinating operations, mentoring peers, and maintaining 100% renewal pipeline health
SW
Customer Success Manager
Swimlane
Mar 2020 - Jun 2021 (1 year 3 months)
Achieved 120%+ NRR generating $1.5M+ expansion revenue through strategic customer engagement and initiatives that increased cross-product usage by 35%
Executed 6-week turnaround of stalled $400K enterprise implementation, securing renewal and public customer endorsement through intensive relationship building and adoption strategy
Managed enterprise security awareness customers, improving phishing simulation outcomes and increasing adoption across security programs
Achieved double-digit reduction in phishing click rates (35% average improvement) through customized security awareness campaigns and proactive customer engagement
Improved customer retention by 18% with adoption-driven onboarding programs and data-driven EBRs
Maintained 95%+ customer retention across 50+ high-risk enterprise accounts through proactive relationship management, strategic success planning, and measurable security outcomes
Served as acting team lead during manager's international travel, coordinating operations for 5-member CSM team across multiple coverage periods while maintaining 100% renewal rate
Education
Degrees, certifications, and relevant coursework
CO
CompTIA
Security+
2017 -
LinkedIn Learning
How to Use Generative AI: Building an AI-First Mindset
LinkedIn Learning
Customer Journey Mapping with Generative AI
LinkedIn Learning
How to Boost Your Productivity with AI Tools
SuccessCOACHING
Certified Customer Success Manager
LinkedIn Learning
Smartsheet Tips and Tricks
LinkedIn Learning
Amplify Your Critical Thinking with Generative AI
Udemy
Real World Ethical Hacking
Udemy
WiFi Hacking - Wireless Penetration Testing for Beginners
Udemy
CompTIA CySA+ Complete Course
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
120k-160k USD
Social media
Job categories
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