Customer Success Manager

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

📋 Description

• Proactively guide customers throughout their lifecycle, emphasizing value delivery, increasing the utilization of Cerby solutions, and overseeing renewals.

• Collaborate across various functions, including account executives, onboarding, solutions, product, engineering, and support teams.

• Regularly engage with customers through business reviews to present strategic security initiatives.

• Develop expertise in Cerby products and maintain a comprehensive understanding of all offerings.

• Propose strategies that cater to customer requirements.

• Represent the customer's voice by gathering feedback, addressing concerns, and advocating for an improved customer experience.

• Design and refine company processes while enhancing Customer Success initiatives.

⛳️ Requirements

• At least 5+ years of experience managing a book of business in a SaaS environment, focusing on strategic customer engagements.

• Proven experience working with enterprise clients.

• Capable of communicating effectively and nurturing positive business relationships via video calls, emails, and other collaborative platforms.

• Proficiency in English is required; knowledge of a second language is advantageous.

• Enthusiastic about customer discovery, with the ability to ask insightful open-ended questions.

• Intermediate to advanced understanding of web technologies.

• Strong accountability, integrity, and personal organizational abilities.

• Experience in setting and managing milestones to keep both customers and internal teams aligned.

• Proven track record in managing revenue retention and/or expansion targets as key performance indicators.

• History of analyzing and optimizing existing processes within a Customer Success or a similar team.

• Experience in the Identity and Access Security domain is a plus.

🏝️ Benefits

• Comprehensive health benefits.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and inclusive company culture.