Customer Success Manager

Role Overview

• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.
• Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals.
• Create, execute, and oversee action plans to track customer activities and projects, ensuring engagement by appropriate parties throughout.
• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services.
• Identify upsell opportunities based on customer needs or new product rollouts.
• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
• Inform and report account status to the Customer Success Director, Team Lead.

Requirements

• Self-starter with a drive to succeed.
• Proficient in both oral and written communication, able to tailor message format and content to specific audience(s).
• Superior active listening skills.
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
• Excellent analytical capabilities to break down complex tasks into executable and measurable steps.
• Creative problem solver, able to accomplish goals through a variety of processes and tools.
• Capability of talking to and staying abreast of technical developments at SpyCloud.
• Ability to deal with complex customer relationships.
• Familiarity with Software as a Service (SaaS) solutions.
• 1-3 years of Customer Success Management experience, or experience in a customer-facing role.
• Cybersecurity, identity, and/or ATO prevention experience is a plus.

Tech Stack

• Cyber Security

Benefits

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
• Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year
• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year