Customer Success Manager (West Coast)

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. The Customer Success Manager will maintain long-term relationships with customers, focusing on understanding their needs and driving revenue growth through customer engagement and product adoption.

Responsibilities:

• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
• Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals
• Create, execute, and oversee action plans to track customer activities and projects, ensuring engagement by appropriate parties throughout
• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services
• Identify upsell opportunities based on customer needs or new product rollouts
• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption
• Inform and report account status to the Customer Success Director, Team Lead

Requirements:

• Self-starter with a drive to succeed
• Proficient in both oral and written communication, able to tailor message format and content to specific audience(s)
• Superior active listening skills
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
• Excellent analytical capabilities to break down complex tasks into executable and measurable steps
• Creative problem solver, able to accomplish goals through a variety of processes and tools
• Capability of talking to and staying abreast of technical developments at SpyCloud
• Ability to deal with complex customer relationships
• Familiarity with Software as a Service (SaaS) solutions
• 1-3 years of Customer Success Management experience, or experience in a customer-facing role
• Cybersecurity, identity, and / or ATO prevention experience is a plus