Customer Success Manager

Synack is a company dedicated to enhancing security through its Penetration Testing as a Service platform, which helps organizations manage their attack surfaces and vulnerabilities. The Customer Success Manager will act as a trusted advisor, ensuring customer satisfaction and success while managing the post-sale customer journey and driving retention and expansion efforts.

Responsibilities:

• Develop and maintain strong relationships at all levels within the customer organisation
• Develop technical proficiency related to use cases, technical landscape, and Synack solutions
• Establish the Synack Customer Success organisation as a trusted advisor early in the customer’s journey
• Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close)
• Proactively manage the renewal process and negotiations, consistently monitoring and anticipating revenue churn risk to successfully maintain strong customer retention rates aligned with corporate goals
• Advocate for the customer by working closely with Synack Product Development and Product Management teams
• Develop, deliver and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
• Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
• Partner with sales teams to identify new business opportunities for expanding Synack footprint
• Leverage ChurnZero to track customers; product adoption, utilize playbooks, and drive activities/decisions
• Maintain strong customer retention rates aligned with corporate goals

Requirements:

• At least 3-5 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry
• Strong technical aptitude; ability to deliver complex technical presentations, perform product demonstrations, best practices, security risk management, and help customers achieve success
• Successful experiences with the development, execution, and management of success plans
• Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
• Demonstrated ability to identify leads within install-base and grow customers
• Customer-first mindset and advocacy
• Project management experience and advanced data analytics
• Ability to work independently and to collaborate effectively across functions
• Excellent verbal and written communication and in-person and virtual presentations
• Travel up to 30%