Customer Success Manager

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

📋 Description

• Take ownership of and manage a portfolio of enterprise and strategic customer accounts.

• Establish trusted relationships with security leaders, practitioners, and executive stakeholders.

• Create success plans that align with customer business goals and security priorities.

• Conduct regular business reviews, adoption assessments, and discussions on strategic roadmaps.

• Serve as the primary point of contact for customers post-sale.

• Drive successful onboarding and implementation results.

• Assist customers in operationalizing the platform within their security workflows and processes.

• Monitor product adoption, usage trends, health indicators, and overall customer engagement.

• Proactively identify risks and implement mitigation plans to enhance retention.

• Ensure customers achieve measurable outcomes and return on investment (ROI).

• Collaborate with Account Executives on renewals, expansion opportunities, and overall account strategy.

• Identify upsell, cross-sell, and broader platform adoption opportunities.

• Support customer advocacy initiatives, including references, case studies, and advisory programs.

• Maintain precise account forecasts, health scores, and renewal information.

• Act as the internal voice of the customer.

• Collaborate with Product and Engineering teams to relay customer feedback and market needs.

• Work with Support and Professional Services to effectively resolve customer issues.

• Contribute to the development of scalable customer success processes, playbooks, and operational enhancements.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, Technical Account Management, or a similar role in B2B SaaS.

• Proven experience supporting enterprise customers in fields such as cybersecurity, infrastructure, cloud, networking, or developer tooling.

• Exceptional executive communication and relationship management abilities.

• Capable of explaining technical concepts to both technical and non-technical audiences.

• Experience in managing renewals and identifying expansion opportunities.

• Strong organizational and project management capabilities.

• Comfortable working in a fast-paced, high-growth environment.

• Exhibits curiosity, a desire to learn, and sound judgment in responsibly applying AI to improve efficiency and impact.

🏝️ Benefits

• Equity.

• Health, dental, and vision coverage.

• Retirement plan with company contributions.

• Parental leave.

• Mental health and wellness benefits.

• Flexible paid time off (PTO).

• Professional development stipend.

• Sales incentive pay for most sales positions.

• Annual bonus plan for eligible non-sales positions.