drive rapid time-to-value, maximize adoption, ensure long-term retention, and identify, quantify, and mitigate risk early in the customer lifecycle.
Lead customers through structured, time-based success milestones: Onboarding & Implementation – ensure fast, efficient product adoption and alignment with customer goals
Mid-Contract Health Checks – evaluate ROI, surface opportunities, and ensure ongoing alignment
Renewal Preparation (6+ months out) – forecast risks/opportunities early and drive value realization to support renewal
Manage trigger-based engagements, responding to significant changes in product usage (spikes, drop-offs, plateaus) and product expansion indicators (new teams, new use cases)
Conduct strategic business reviews to highlight value, impact, and customer outcomes
Create tailored success plans outlining goals, adoption strategies, KPIs, and measurable results
Continuously monitor customer health using data insights, usage analytics, and customer behavior
Quantify risk drivers and escalate internally with clear context and recommended solutions
Partner with Support, Product, and Sales to resolve blockers and maintain positive momentum
Identify expansion opportunities based on customer adoption, maturity, and needs
Partner with Account Executives on upsell/cross-sell strategies and renewal plays
Develop customer advocates, secure testimonials, and drive participation in case studies or reference programs

Bachelor’s degree and/or a minimum of 5 years equivalent work experience in Technology Solution Sales; or equivalent work experience
5+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment
Understanding of cybersecurity principles, particularly in areas such as Data Security and Application Security
Demonstrated success working within a high volume, high velocity segment
Strong ability to interpret customer data and translate insights into actionable recommendations
Proven experience managing complex customer lifecycles, including onboarding, adoption, and renewal
Excellent communication, presentation, and stakeholder-management skills
A proactive, analytical mindset with a passion for customer value and continuous improvement.
Ability to stay organized and prioritize in a fast-moving, dynamic environment.

Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
Company paid holidays and Paid Time Off
Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

Customer Success Manager

Key skills