Customer Success Manager

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

📋 Description

• Act as the main point of contact for our clients, fostering robust relationships and ensuring their success with our product(s).

• Oversee a diverse range of accounts, including mid-sized businesses and Fortune 500 companies across various sectors.

• Identify customer pain points, key events, business objectives, success metrics, and desired outcomes to drive customer success.

• Onboard new clients; enhance product adoption and usage across your entire customer portfolio; ensure timely renewals while reducing churn; and identify additional opportunities for addressing customer challenges that lead to expansion.

• Collaborate with technical stakeholders and executive leaders within client organizations, conducting activities such as regular project calls and periodic business reviews (QBRs, EBRs, etc.) to consistently deliver new value and showcase existing value to strengthen relationships.

• Serve as a client advocate within the organization by working with internal teams, including product development and customer support, to provide feedback that enhances our products and services, ensuring client needs are met.

• Ensure clients are well-trained on the Cycode platform, educating them on how to effectively manage and optimize their use of our platform to drive ROI and tangible business impact, while providing ongoing support.

• Actively promote and inform customers about new features and capabilities added to the Cycode platform.

• Document and capture specific use cases, configurations, and other relevant factors related to the customer's instance of Cycode throughout their lifecycle.

• Create opportunities for customer advocacy and evangelism.

⛳️ Requirements

• Over 5 years of experience in customer success or technical account management within the enterprise software sector.

• More than 5 years of experience in the software development and/or cybersecurity field.

• Proven expertise in project management with experience handling Fortune 500 clients and/or complex projects that have resulted in high customer satisfaction.

• Experience managing at least $3M in Annual Recurring Revenue (ARR).

• Strong technical knowledge and high integrity, with a preference for experience in cybersecurity.

• Exceptional interpersonal and communication skills, along with strong presentation abilities to build solid relationships with clients and meet their needs.

• Strong analytical and problem-solving skills, capable of identifying and addressing client challenges.

• A collaborative team player ready to support others.

• A self-motivated individual with a thirst for knowledge.

• Familiarity with Application Security (AppSec) concepts.

• Experience with Source Code Management (SCM) tools such as GitHub, GitLab, or Bitbucket.

• Knowledge of modern scripting and programming languages is a plus.

• Experience working with Planhat as a Customer Success Management (CSM) CRM is advantageous.

• Working proficiency with Kubernetes is a plus.

🏝️ Benefits

• Health insurance.

• Opportunities for professional development.