Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Foster and maintain post-sales relationships with stakeholders across all levels of customer organizations.

• Oversee deployment, adoption, and expansion while keeping track of progress, monitoring milestones, and ensuring adherence to deployment schedules.

• Align product functionalities with customer goals; provide education and training to stakeholders on product features and best practices.

• Create automated workflows to enhance manual AppSec and vulnerability management processes, documenting existing workflows and pinpointing automation opportunities.

• Represent customer needs internally and manage bug reports as well as feature requests.

• Formulate and execute customer success strategies that promote satisfaction, retention, and growth.

• Facilitate onboarding, establish success criteria, coordinate internal teams, and monitor deployment activities.

• Cultivate relationships with C-level executives and practitioners while delivering cybersecurity and platform expertise.

• Track data hygiene, customer health, satisfaction levels, product usage, feedback, and recovery strategies for accounts at risk.

• Organize onsite customer visits and identify opportunities for expansion, upselling, and cross-selling with the Sales team.

• Manage renewals while driving platform adoption and usage.

• Collaborate with Product, Customer Support Engineers, Support, and Engineering teams to meet success criteria, SLAs, and CSAT objectives.

• Utilize AI tools to enhance workflows, automate processes, and increase operational efficiency.

• Review, validate, refine, prioritize, and escalate customer feature requests as needed.

• Conduct quarterly business reviews and continuously iterate on customer value.

⛳️ Requirements

• 5-8 years of experience in a Customer Success Role within security SaaS companies.

• In-depth knowledge of the AppSec and vulnerability management sectors.

• Familiarity with cybersecurity, especially application security and vulnerability management tools (e.g., SAST, DAST, SCA, Cloud Security tools, Qualys, Tenable, Veracode, etc.).

• A solid understanding of developer and DevOps ecosystems and practices.

• Excellent verbal and written communication skills, strong organizational abilities, attention to detail, and robust sales acumen.

• Willingness to travel up to 20% of the time, both within the country and occasionally internationally.

• Certifications in Project Management and Cybersecurity, such as PMP, CISM, CISSP, or OSCP, are preferred.

🏝️ Benefits

• Opportunities for career advancement and internal promotions.

• Flexible working hours.

• Options for remote work.

• A collaborative and inclusive workplace culture.

• Employee recognition programs, including awards and employee of the month initiatives.

• Performance-based bonuses.

• Health insurance coverage for employees and their dependents.

• Support for learning, skills development, and upskilling.

• A commitment to diversity and inclusion.