Senior Customer Success Manager

Role Overview

• Lead customer success and partner success workstreams and virtual teams with a clear focus on driving satisfaction, retention, expansion, and renewals with leading Global Public Sector government and industry
• Serve as the central connector between customers, partners, delivery teams, sales, engineering, and commercial teams
• Drive customer adoption and usage post-implementation
• ensuring customers maximize value from Virtru solutions
• Manage the post-sale customer lifecycle: onboarding, design and adoption, expansion, renewal, and customer advocacy
• Identify issues proactively and connect the right people and resources for rapid problem resolution and mission success
• Close expansion deals and communicate critical updates, feedback, and insights to delivery and engineering teams to improve solutions and product
• Keep constant pulse on customer and partner health, satisfaction levels, and expansion opportunities
• Build and manage people, processes, and systems that enable scalable customer success across our growing customer base
• Be part of the innovative discussions with our strategic customers learning about cutting edge technology in data sharing, data protection, and the AI space

Requirements

• United Kingdom citizenship
• Active UK Developed Vetting (DV) security clearance preferred but will consider candidates with Security Check (SC) clearance
• Demonstrated mission understanding of current UK, EU, and NATO Mission Partner Environment (MPE) and mission collaboration strategies
• Bachelor’s degree or equivalent in a technology field such as IT, cyber security, computer science, or engineering (a Master’s degree in a technical field will set you apart)
• Willingness to travel (<30%)
• Must excel at cross-functional collaboration and breaking down organizational silos
• Ability to work autonomously and collaborate with peers across multiple time zones
• Proven track record driving partner success and customer satisfaction in B2B software/SaaS or similar technology environments
• Strong ability to work cross-functionally with engineers, delivery teams, sales teams, commercial and government organizations
• Strong technical aptitude and comfortable understanding technical solutions and having informed conversations with technical stakeholders
• Experience closing expansion/renewal deals or executing technical program management that drove revenue growth through existing customers
• Strong communication skills
• able to translate customer feedback into actionable insights for product and delivery teams
• Data-driven approach to measuring customer health, satisfaction, and expansion opportunities
• Previous start-up or high-growth company experience is a plus
• Prior government or military experience in the information technology, communications, cyber operations, technology acquisition, or cryptology fields sets you apart

Tech Stack

• Cyber Security

Benefits

• A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
• Access to an Employee Assistance Program
• Access to Headspace, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
• 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