Customer Success Manager

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

📋 Description

• Take ownership of the complete customer lifecycle for enterprise sector accounts, encompassing onboarding, implementation, adoption, renewal, and long-term retention.

• Lead structured onboarding and implementation processes, ensuring high enrollment completion rates and timely delivery of first value.

• Oversee Sales handoffs and maintain documented account transitions alongside mutual success plans.

• Monitor account health scores and implement proactive risk-mitigation strategies for accounts at risk.

• Develop strategic account plans that include stakeholder mapping, whitespace analysis, and multi-year engagement roadmaps.

• Provide exposure-reduction reporting and executive-ready metrics that align with customer security and risk frameworks.

• Conduct Executive Business Reviews and measure delivered value against customer objectives.

• Foster trusted relationships with executive sponsors and daily champions.

• Promote product adoption through enrollment campaigns, champion enablement, and effective internal communications.

• Advise customers on new features, coverage expansions, and best practices regarding privacy.

• Manage renewals, retention, renewal forecasting, and mitigation of logo churn.

• Navigate enterprise procurement, budget cycles, and secure multi-approver sign-offs.

• Negotiate complex multi-year renewal agreements involving Legal, Finance, and Account Executives.

• Identify opportunities for expansion and communicate mid-year expansion signals to Sales.

• Develop referral and advocacy initiatives, including references, case studies, and testimonials.

• Guide customers on personal data exposure threats, doxxing, data brokers, and executive targeting.

• Assist with security and compliance workflows, including security questionnaires and data processing agreements.

• Coordinate urgent exposure escalations and manage sensitive communications with customers.

• Collaborate with Account Executives, Product, Support, Marketing, and leadership teams.

• Integrate customer feedback into product direction, onboarding strategy, and service enhancements.

• Ensure the hygiene of CRM and Customer Success platforms, including maintaining account records, health scores, success plans, and renewal forecasts.

• Manage protected-individual rosters and records confidentially according to information security policies.

⛳️ Requirements

• At least 5+ years of experience as a Customer Success Manager, Account Manager, or in a similar role.

• Proven experience in managing renewals, mitigating churn, and achieving net retention targets in a fast-paced SaaS environment.

• Experience handling a focused portfolio of high-value, strategic enterprise accounts, including negotiating multi-year, complex contract renewals.

• Familiarity with large enterprise organizations and understanding of their procurement processes, budget cycles, and multi-stakeholder buying committees.

• Proven ability to drive product adoption within large, complex organizations and manage changes in sponsors or champions.

• Experience in developing strong client relationships to assess client needs and enhance the customer experience.

• Cross-functional collaboration experience with Sales, Marketing, Product, and Support to achieve positive customer outcomes.

• Knowledge of project management principles and effective stakeholder expectation management.

• Ability to clearly communicate risks and value to security-focused stakeholders, from practitioners to executives.

• Strong executive presence with the capability to navigate multi-threaded, multi-stakeholder enterprise organizations.

• High level of discretion and sound judgment in handling sensitive personal information.

• Calm and structured approach to urgent escalations and high-sensitivity situations.

• Excellent critical thinking, problem-solving, and both written and verbal communication skills.

• Proven ability to lead projects effectively and manage stakeholder relationships.

• Preferred candidates should be located in the Eastern Time Zone (ET) of the United States.

• Willingness to travel up to 20% for onboarding, implementations, executive meetings, and key enterprise sector engagements.

• Experience in the Privacy, Security, or Threat Intelligence industry is highly desirable.

• Familiarity with security review processes, including security questionnaires, SOC 2, and DPAs, is an advantage.

• Experience with Customer Success platforms like Gainsight or ChurnZero, as well as CRM tools, is a plus.

🏝️ Benefits

• Comprehensive health benefits including Medical, Vision, and Dental.

• 401k retirement plan.

• Paid Parental Leave.

• 20 days of Paid Time Off.

• 11 Company-Paid Holidays.

• Birthday Off.

• Work From Home Stipend.

• Cell Phone Reimbursement.

• Fitness Membership Reimbursement.

• Child Care Reimbursement.

• DeleteMe Gold Membership.

• Discounted DM Plans for Friends and Family.