Customer Success Manager

Resilience is a cybersecurity company focused on integrating cybersecurity, cyber insurance, and cyber risk management. The Customer Success Manager will be responsible for managing key accounts, optimizing customer success processes, and ensuring customers achieve their cyber risk management outcomes.

Responsibilities:

• Proactively manage a portfolio of key accounts to drive adoption, demonstrate ROI, and help customers reduce cyber risk exposure. Ensure high-value, measurable outcomes
• Optimize and scale established Customer Success playbooks and processes (e.g., health scoring, renewal strategy, escalation management) to drive efficiency and support continued high-growth
• Act as the Voice of the Customer; synthesize feedback and collaborate directly with Product, Engineering, and Sales to drive product enhancements and optimize the overall customer journey
• Conduct rigorous, data-driven analysis on customer portfolios to prioritize opportunities and mitigate risk of churn; accurately forecast renewal and expansion opportunities
• Successfully identify and qualify opportunities for upselling/cross-selling, partnering seamlessly with the Sales team to achieve revenue expansion targets
• Nurture key customer relationships into strong advocates for Resilience, leading to new references and case studies
• Develop and deliver targeted training and enablement sessions to ensure end-user proficiency and deep platform adoption

Requirements:

• 6-10 years of progressive experience in a Customer Success or Account Management role within a B2B SaaS environment
• 2+ years of professional experience in cybersecurity, cyber insurance, or risk management
• Proven ability to navigate the entire customer lifecycle, ensuring successful strategic onboarding, executing high-impact Executive Business Reviews, and consistently achieving targets for Net Revenue Retention
• Exceptional emotional intelligence and a proven track record of building trust and driving high customer satisfaction and/or Net Promoter Score
• A proactive, self-starter mentality with the ability to thrive in a fast-paced, ambiguous start-up environment while bringing innovative ideas to drive customer adoption
• Outstanding communication and presentation skills, with the ability to effectively articulate complex technical and business value to all levels, from technical teams to C-suite executives
• Bachelor's degree (BA/BS) or equivalent relevant practical experience