Associate Customer Success Manager

NetSPI is a leader in modern pentesting and is seeking an Associate Customer Success Manager to enhance the client onboarding experience and ensure effective adoption of their SaaS delivery platform. This role involves building relationships with clients, understanding their needs, and partnering with internal teams to deliver exceptional service.

Responsibilities:

• Partner with customers to build strong, long-term, value driven relationships
• Proactively drive client adoption of software and service(s) through customer meetings, including delivering presentations, training, and on-site support as needed
• Develop a deep understanding of penetration testing programs, the vulnerability management lifecycle, and the security challenges faced by customers, to appropriately map features and benefits to address a customer’s business need
• Identify, manage, and escalate risks to the Account team to achieve client success, renewal, and longevity
• Identify and communicate client use-cases for upsell and future product enhancements
• Develop, monitor, and report on key performance metrics around software and service(s) adoption, usage, client satisfaction, and customer engagement
• Create and maintain positive and collaborative relationships with Account Teams, PMO, Product Management, and Delivery
• Maintain subject matter expertise in the objectives and delivery of 2 or more NetSPI's service offerings, products, and capabilities
• Provide white-glove service to our clients

Requirements:

• 2+ years of experience in pre/post-sales account management, customer success, project management, or similar role driving customer success in a Services or Software company
• Proven customer management skills with large and complex accounts
• Excellent communication and presentation skills
• Self-starter with strong organization and time management skills
• Passionate about driving and tracking a consistent engagement process across all customers
• Experience with managing customer expectations to produce positive outcomes and value for NetSPI customers
• Able to identify, organize, prioritize and execute tasks in a fast-paced environment
• Strong aptitude for self-study including but not limited to learning new technologies and processes
• Bachelor's degree (B. A. / B. S.) from four-year college or university; or equivalent combination of education and experience in a related field
• Direct experience managing the delivery of SaaS solutions
• Previous experience in a Penetration Testing, Vulnerability Management, or Cyber Security Services organization
• Ability to earn and nurture trusted advisor relationships with customer executives to drive increased customer health
• Can prepare and effectively present complex technical topics to non-technical and executive level audiences