Customer Success Manager

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

📋 Description

• Act as the main point of contact and trusted advisor for executive stakeholders, ensuring alignment between business objectives and product value.

• Facilitate customer onboarding and adoption processes, leading proactive product enablement to enhance long-term value, accelerate time-to-value, and achieve measurable business results.

• Analyze usage data and health indicators to proactively mitigate risks and seize expansion opportunities.

• Serve as the coordinator of the customer experience, translating customer needs into actionable insights for the Product and Sales teams.

• Manage intricate escalation processes, coordinating internal stakeholders to sustain momentum and address high-priority challenges.

• Take initiative beyond specified responsibilities when necessary to guarantee customer success.

• Utilize AI platforms such as Staircase AI and Gemini to track customer health metrics/playbooks, produce executive summaries, and automate back-office operations.

• Coordinate cross-functional teams to enhance customer value, retention, and long-term success.

⛳️ Requirements

• Minimum of 4 years’ experience as a Customer Success Manager or Technical Account Manager within a rapidly growing B2B SaaS organization.

• Proven experience managing large and complex customer accounts.

• Ability to quickly familiarize oneself with intricate products and operate at a “power-user” level.

• Capability to function effectively in ambiguous and rapidly changing environments.

• Exceptional discovery and problem-framing abilities.

• Strong skills in influencing and building trust with stakeholders at all levels, complemented by excellent communication, social, and presentation skills.

• In-depth understanding of networking standards and protocols, including TCP/IP, routing, switching, DNS, DHCP, and segmentation principles.

• Experience in Operational Technology (OT) environments and industrial networks is highly desirable.

• Solid grasp of cybersecurity principles and secure network architecture.

• Familiarity or experience in Cyber Security, including Endpoint protection, SOAR, and SIEM.

• Ability to leverage AI platforms such as Staircase AI and Gemini for monitoring customer health metrics/playbooks, producing executive summaries, and automating back-office processes.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive company culture.