Key skills
SaaSProduct ManagementCommunicationCustomer SuccessAccount ManagementSales
About this role
Role Overview
- Serve as a strategic partner to Enterprise and Upper Mid-Market customers
- Manage a portfolio of approximately 50 accounts
- Drive customer adoption, expansion, and retention
- Work cross-functionally with Sales, Product, Engineering, and Support teams
- Develop trusted advisor relationships with key stakeholders
- Conduct regular business reviews (QBRs/EBRs) that demonstrate ROI
- Advocate for customer needs across Product, Engineering, and Support teams
- Design and execute comprehensive success plans tailored to each customer
- Monitor customer health metrics, usage patterns, and engagement signals
- Deliver training and enablement to customer teams
- Own renewal responsibility for your book of business
- Identify expansion opportunities across Virtru's product portfolio
- Contribute to a wide range of Customer Success projects
- Partner with Product Management to influence roadmap based on customer feedback
- Represent Virtru at customer events, webinars, and industry conferences
Requirements
- 7+ years of Customer Success, Account Management, or related experience in B2B SaaS
- Proven track record managing Enterprise and/or Upper Mid-Market customer relationships with complex technical products
- Experience driving adoption of security, infrastructure, or technical solutions
- Strong business acumen with ability to translate technical capabilities into business outcomes and ROI
- Demonstrated success owning renewals and driving net retention in existing accounts
- Experience identifying and progressing expansion opportunities
- Excellent presentation, communication, and interpersonal skills with ability to engage audiences from technical users to executives
- Highly organized with ability to manage multiple accounts and priorities simultaneously
- Data-driven mindset with strong analytical skills
- Self-starter who thrives in a fast-paced, dynamic environment
- Willingness to travel to customer sites as needed.
Benefits
- Flexible PTO policy
- $1,500 annual Learning & Development Stipend
- Frequent company-sponsored team celebrations
- Access to an Employee Assistance Program
- Access to Headspace, a mental health app
- 3% contribution to retirement account
- High degree of flexibility
- Competitive compensation
- Generous parental, medical, and bereavement policies
- Uncapped commissions for Sales roles
- 401K contribution and stock options
- Full medical, dental, and vision benefits
- New Hire Swag and IT Welcome boxes
- Structured semi-annual 360° performance reviews