Establish and maintain strong relationships with key customers, understanding their needs, goals, and challenges
Serve as the primary point of contact for customers, becoming customer’s trusted advisor and ensuring their satisfaction
Conduct Joint Success Plans, regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for improvement and growth
Develop and execute comprehensive customer success strategies to drive customer engagement, retention, and growth
Identify and implement best practices for customer success, continuously improving processes and methodologies
Collaborate closely with sales, marketing, product, and support teams to align on customer success objectives and deliver a cohesive customer experience
Monitor and analyze key customer success metrics, such as customer satisfaction, retention rates, and product usage
Prepare and present regular reports on customer success performance and trends to senior management
Handle customer escalations with a sense of urgency and professionalism, working to resolve issues promptly and effectively
Coordinate with internal teams to address customer concerns and ensure timely resolution of any technical or service-related issues

Bachelor’s degree in business, Marketing, or a related field; MBA is a plus: or equivalent work experience
Proven experience (8+ years) in a customer success, account management, or related role, preferably in the cyber industry
Experience engaging and building trust with security-focused personas (e.g., CISOs, Security Architects, SecOps teams)
Demonstrated success in managing large, complex customer accounts and driving customer satisfaction and retention
Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders
Excellent problem-solving skills and a proactive approach to customer success
Familiarity with customer success software and CRM systems (e.g., Salesforce, Planhat, etc.)
Ability to analyze data and use insights to drive customer success strategies
Customer-focused mindset with a passion for delivering exceptional service
Strategic thinker with the ability to develop and execute customer success plans
Strong organizational skills and attention to detail
Ability to work independently and as part of a team
Adaptable and capable of thriving in a fast-paced, dynamic environment
Strong leadership qualities and the ability to mentor and develop junior team members

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

Senior Customer Success Manager

Key skills