Customer Success Manager

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

📋 Description

• Oversee ongoing communication within your portfolio, including regular check-ins, status updates, and account emails.

• Participate in customer calls, take notes, ensure the conversation stays on track, and guarantee that every action item is documented and assigned.

• Take responsibility for all follow-up actions post-calls; monitor who is accountable internally and ensure tasks are completed.

• Manage scheduling coordination to alleviate the burden on the rest of the team.

• Keep Jira tickets up to date, properly categorized, and progressing smoothly.

• Maintain precise health notes and scores to provide the team with an accurate overview of account status.

• Actively keep the VP of Customer Success updated on account health, risks, and any issues that require visibility or escalation.

• Collaborate with the Solution Architect team during onboarding. While the SA manages technical setup, you will oversee the customer relationship to ensure a seamless transition from Sales.

• Work in partnership with Technical Support Engineering on issues. Assess incoming issues, direct them to the appropriate TSE, and manage customer communication throughout the resolution process.

• Keep Account Directors informed before renewals, identify accounts at risk early, and highlight upsell opportunities for them to pursue. Serve as the trusted source for day-to-day account context.

• Assist new customers in realizing value swiftly, as onboarding extends beyond the signing of the contract.

• Track product adoption and alert on low engagement before it escalates into a larger issue.

• Manage customer communication during escalations.

⛳️ Requirements

• At least 5 years of experience in Customer Success or Technical Account Management within a B2B SaaS or cybersecurity firm.

• Proven experience managing enterprise accounts involving both technical and executive stakeholders.

• Highly organized, with a successful history of ensuring follow-ups and action items are completed on time.

• Excellent written and verbal communication skills; capable of crafting clear customer emails, conducting productive calls, and facilitating smooth internal handoffs.

• Proactive approach, anticipating account needs rather than waiting for customers to reach out.

• Familiarity with tools such as Jira or Salesforce is advantageous.

• A background in cybersecurity or AI/ML is beneficial, though not mandatory.

🏝️ Benefits

• Fully Remote: We operate as a completely remote global team. While we are geographically dispersed, we prioritize team gatherings a couple of times each year. We provide a generous stipend for your home office setup, annual upgrades to ensure a comfortable workspace, and a monthly allowance for internet and phone expenses.

• Comprehensive Health & Wellness Benefits: Our healthcare benefits surpass the typical startup offerings. With five fully subsidized options by HiddenLayer, we provide a range of choices to meet individual needs. Additionally, we offer vision, dental, and 401k plans.

• Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.

• Commitment to Learning and Development: We encourage personal growth and education through a dedicated L&D fund that can be utilized for training, conferences, certifications, and industry events.

• Diversity, Equity, and Inclusion: We are dedicated to creating a diverse team comprising individuals from various backgrounds, experiences, abilities, and perspectives and take pride in being an equal opportunity employer.