Customer Success Manager

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

📋 Description

• Take charge of onboarding and adoption by creating success plans that include clear milestones for every customer.

• Responsible for managing gross and net retention for a designated book of business.

• Track health scores and usage to proactively identify renewal risks and collaborate with Account Executives on renewals.

• Spot opportunities for expansion and build a qualified pipeline for growth.

• Establish and cultivate multi-threaded relationships from administrators to CISOs and CIOs, conducting QBRs that demonstrate ROI.

• Serve as the customer advocate to Product and Engineering teams, while partnering with Support on escalated issues.

• Maintain up-to-date account plans, renewal forecasts, and CS KPIs in the CRM system.

• Oversee the post-sale experience for commercial and regulated-industry clients, facilitating onboarding, adoption, renewals, and expansion.

⛳️ Requirements

• Minimum of 5 years in Customer Success, Account Management, or a comparable post-sale position in B2B SaaS.

• Demonstrated history of owning a book of business and surpassing retention, renewal, and expansion goals.

• Experience managing the complete customer lifecycle for enterprise or mid-market accounts.

• Comfortable presenting to both technical and executive audiences, including Security Architects, CISOs, and CIOs.

• Data-oriented, with a background in utilizing health scores and KPIs to manage a portfolio effectively.

• Proficient in Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero, or Totango).

• Experience working with customers in Federal, Defense Industrial Base, Financial Services, or Healthcare sectors.

• Familiarity with cybersecurity, mobile security, VDI, or zero-trust concepts.

• Experience in developing CS playbooks and processes within a growth-stage organization.

• Proactive, organized, and accountable, with exceptional written and verbal communication skills.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Parental leave

• Life insurance

• Disability packages

• 401(k) plan with employer-matching contributions that begin vesting on the first day of employment

• Annual performance bonus primarily based on company-wide performance

• Investment in the tools and skills necessary for effective collaboration and people management

• Reasonable accommodations for applicants with disabilities when appropriate