Customer Success Manager

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

📋 Description

• Oversee and direct customer onboarding and training processes for the Falcon Shield platform.

• Develop and nurture customer relationships to enhance product adoption, engagement, retention, and growth.

• Comprehend customer business use cases and convert them into quantifiable value derived from Falcon Shield.

• Advocate for new features, showcase product value, and pinpoint strategies to enhance SaaS security posture while mitigating SaaS-related risks.

• Maintain continuous communication with customers as the main point of contact and a trusted security advisor.

• Collaborate with Product and R&D teams to identify gaps, highlight feature requests, and contribute to product enhancements.

• Develop success plans with clear goals and timelines to facilitate adoption and improvement in posture.

• Conduct strategic business reviews that encompass security priorities, product roadmap, threat landscape, usage trends, and best practices.

⛳️ Requirements

• Bachelor's Degree or equivalent professional experience.

• At least 8 years of experience in a Customer Success Management role within a Cybersecurity organization.

• Strong technical expertise, particularly in SaaS Security Posture Management (SSPM) and the SaaS threat landscape.

• Excellent customer service abilities and the capacity to quickly establish technical credibility with security teams.

• Experience in managing application integration or security onboarding projects.

• Proven track record of leading solution development and demonstrating value and adoption, including tailoring use cases to meet specific customer needs.

• Capability to engage with senior-level security experts, speak their language, and articulate the product's value within their context.

• Ability to assess infrastructure implementation and provide guidance on architecture and use cases related to the product.

• Proficiency in advising customers throughout their journey, promoting ongoing engagement with the product, and ensuring retention.

• Demonstrated problem-solving skills and a collaborative mindset.

• Proven experience in leveraging AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency, and drive business outcomes.

• Hands-on experience with SSPM, IAM, or SaaS security tools.

• Experience utilizing LLM / AI agents to enhance work efficiency — automating workflows, expediting customer research and reporting, and scaling personal productivity.

• Must maintain legal eligibility to work in Canada.

• Candidates selected for further consideration will undergo background checks, including criminal record, credit, and/or reference checks.

🏝️ Benefits

• Leading market compensation and equity awards.

• Comprehensive physical and mental wellness programs.

• Competitive vacation and holiday allowances for rest and rejuvenation.

• Paid parental and adoption leave.

• Professional development opportunities available to all employees, irrespective of level or role.

• Employee Networks, geographic neighborhood groups, and volunteer opportunities to foster connections.

• A vibrant office culture featuring world-class amenities.