Censys Case Study
Ronan Mangan, Sr. Director of CS with Censys, describes how nCloud Integrators expertise could benefit others looking to improve their CS processes. “It depends a bit on the type of organization. For scale-ups, where resources are tight and leaders have a vision but not the technical expertise, nCloud bridges that gap—and translates vision into action. For more mature CS orgs, nCloud Integrators brings deep expertise in reporting and data analysis. Our consultant helped us understand what’s working, what’s not, and how to improve based on real data.”
OVERVIEW
Censys is the security community’s trusted source for Internet visibility and intelligence, empowering organizations to remediate threats and stay ahead of attackers. Ronan Mangan, Sr. Director of Customer Success (CS) with Censys, discusses working with nCloud Integrators expert services team for strategic guidance and hands-on support—gaining the structure, insights, and automation needed to drive more impactful customer outcomes.
CHALLENGE
Censys had a growing CS team of eight, but the absence of a dedicated Customer Success
Operations (CS Ops) resource was stalling progress. The team was spending excessive time on
manual processes and lacked the infrastructure to scale efficiently.
“I went to our CRO and said, ‘We need a partner who feels like part of our team and responds with urgency.’ That’s when I found nCloud Integrators. From my very first email, I got a response within 30 minutes—even before we were a customer. That level of urgency and respect stuck with me,” states Ronan. “Once our budget was approved, nCloud Integrators was the first call I made, and I haven’t looked back since. Working with our nCloud consultant has completely transformed how we operate.”
SOLUTION nCloud Integrators provided strategic consulting and hands-on support to build a foundation for
scalable, efficient CS operations. The engagement focused on both high-level strategy and daily
process optimization—creating a long-term partnership rooted in trust, responsiveness and results.
IMPACT
Operational Transformation: Before nCloud Integrators, Censys spent more than a year
struggling to establish foundational CS Ops processes. With nCloud’s help, those gaps were
quickly identified, corrected, and replaced with efficient workflows. “We’re now operating proactively and with confidence. That never would have happened without nCloud’s support,” states Ronan.
Beyond strategic improvements, the company has also seen gains in daily workflows. “For example, we didn’t know how to properly log emails to the company object instead of the person object, and our nCloud consultant quickly showed us how. We simply didn’t know the right way to do it. Those tips and tricks—combined with the overall technical knowledge—have raised our entire team’s skill level and confidence,” continues Ronan.
Time Savings & Skill Development: Censys estimates saving 6 to 10 hours per month by
avoiding time-consuming documentation reviews and platform troubleshooting. “Something that
might’ve taken us 40 minutes is done in seconds by nCloud because they already have the
technical know-how,” states Ronan.
KEY PROCESS IMPROVEMENTS
By automating onboarding emails, streamlining renewal workflows, and improving outreach
templates, Censys significantly reduced manual effort and increased operational efficiency.
These enhancements have saved hours of work, improved accuracy, and enabled the team to
engage customers earlier and more effectively.
Some examples include:
Automating Onboarding Emails: “I had to manually create and send a welcome email for every new customer— that included doing research, identifying contacts, and customizing messaging,” says Ronan.”This took about 20 minutes per customer, and now the entire process is automated. Within hours of a deal closing, the correct email is triggered automatically based on the customer type and product purchased. This has been a massive time saver.”
Streamlining the Renewal Process: nCloud helped Censys implement a 200-day-out renewal survey, giving early visibility into customer sentiment and budget cycles. This enabled proactive planning and reduced the last-minute scramble before renewals.
Improving Email Outreach: The company replaced error-prone, manual segmentation
with automated templates designed by nCloud. “Our outreach is more accurate, our confidence is higher, and we’re able to move faster without sacrificing quality. Doing this on our own would have been challenging, but with nCloud Integrators, we just explained what we needed, and it got done—no wasted time, no guesswork,” says Ronan.
NCLOUD PARTNERSHIP
“Working with our nCloud consultant has been incredible. Whether it’s day-to-day questions or last-minute support, they’ve always responded with urgency. When I was on vacation during a product launch, they jumped on a call within 15 minutes. That kind of support is rare,” says Ronan.
Censys describes nCloud as a true extension of their team—supporting not only leadership but
also CSMs and community managers directly. “It doesn’t feel like working with a vendor; it feels
like working with a teammate—responsive, strategic, and reliable. That’s a rare combination,”
states Ronan. ”We’re always iterating, improving, and moving forward.”
HOW OTHERS COULD BENEFIT
Ronan describes how nCloud Integrators expertise could benefit others looking to improve their
CS processes.
“It depends a bit on the type of organization. For scale-ups, where resources are tight and leaders have a vision but not the technical expertise, nCloud bridges that gap—and translates vision into action. That’s invaluable. nCloud can also help build foundational processes that can save time and improve outcomes,” states Ronan. “For more mature CS orgs, nCloud Integrators brings deep expertise in reporting and data analysis. Our consultant helped us understand what’s working, what’s not, and how to improve based on real data.”
THE EXPERIENCE = THE PROMISE
“In CS, you always hope what’s promised in pre-sales is what gets delivered. That wasn’t the case with other vendors we’ve worked with—but it was with nCloud. They delivered exactly what they said they would. There were no empty assurances—just consistent delivery, responsiveness, and results.”