Customer Success Manager

Transmit Security is hiring a Customer Success Manager to join their rapidly expanding team. In this role, you will work closely with customers to build strategic relationships and help them achieve their business goals as a trusted advisor, while ensuring customer satisfaction through a deep understanding of their needs.

Responsibilities:

• Create and execute onboarding / welcome package and process to onboard the newly signed customer
• Create and execute Governance and Executive relationship with customer’s key stakeholders
• Able to run Digital Motion with lower tier customers while maintaining high touch relationship with strategic and larger customers
• Understand and document our customers' business needs, use cases, dependencies, timelines and priorities
• Define and maintain customer success criteria and planning in terms of deployment, adoption, operations and business outcomes
• Build knowledge of customer’s environment, become the customer’s champion at Transmit Security
• Review customer’s evolving needs with the Product Management team
• Ensure smooth on-boarding and help maximizing product value
• Act as a "trusted" adviser to the customer to strengthen customer relationships
• Engage with Professional Services Consultants on specific project-based activities
• Keep track of customer health score, communicate and escalate risks
• Work with Sales and Field Engineers to develop new opportunities
• Be accountable for the solution provided to the customer to ensure great service, customer satisfaction and success

Requirements:

• 5 years minimum experience in sales engineering, customer success management, technical account management or program management with SaaS, software or Cyber Security vendors
• Bachelor's degree or equivalent work experience
• Proven track-record of establishing executive level relationships
• Excellent time management, multi-tasking, prioritization skills and ability to manage multiple concurrent projects/customers
• Detailed knowledge of and passion for SaaS and Security applications
• Consistently demonstrate strong organizational, project/program management, change management, and problem-solving skills
• Excellent interpersonal, verbal and written communication skills
• Ability to communicate effectively with both internal staff and external clients
• Ability to work independently as well as part of a team