Customer Success Manager

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

📋 Description

• Manage a portfolio of commercial and small enterprise clients throughout the United States.

• Act as the main point of contact during the onboarding, adoption, renewal, and expansion phases.

• Facilitate onboarding and deployment, activate purchased capabilities, and eliminate barriers to measurable risk reduction.

• Initiate renewal discussions 180 days prior and oversee the renewal process until completion.

• Identify and qualify opportunities for expansion across devices and the overall platform, collaborating with Sales to finalize them.

• Analyze license, product usage, and customer sentiment indicators to spot risks and opportunities.

• Conduct business reviews that showcase reduced exposure and recovered team time.

• Keep precise CRM records, stage and tag renewals and expansions, forecast outcomes, and proactively flag risks.

• Gather customer feature requests and bugs, direct them through the product development process, and cultivate customer advocates.

• Engage with customers at significant industry events and participate in meetings with Remedio executives.

• Take ownership of forecasting and adoption plans, deliver business reviews, and qualify expansion opportunities within the first 90 days.

⛳️ Requirements

• 4+ years of experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment.

• Proven track record of managing a customer portfolio and achieving retention or expansion goals.

• Familiarity with cybersecurity or IT operations software, particularly in areas like vulnerability management, patching, endpoint management, or configuration hardening.

• Capability to manage a high-volume portfolio, prioritize based on risk and opportunity, maintain a consistent cadence, and handle multiple renewals simultaneously.

• Strong commercial instincts, including negotiating renewals, addressing pricing objections, and qualifying expansion opportunities.

• Sufficient technical knowledge to establish credibility with IT and security professionals and articulate value to leadership.

• Proficient in CRM practices and comfortable working with data.

• Startup or high-growth mindset with a sense of urgency, self-direction, and enthusiasm for building new initiatives.

• Experience with endpoint, vulnerability, or exposure management vendors is a plus.

• Familiarity with structured qualification methodologies, such as MEDDPICC, is advantageous.

• Experience managing renewals through resellers or channel partners is beneficial.

• Familiarity with using AI tools for managing a customer portfolio is a plus.

• Security or IT certifications are a plus.

🏝️ Benefits

• Travel requirements of up to 10%, approximately 5 to 6 trips annually.

• Participation in the Annual Sales Kickoff.

• Opportunity to take ownership and contribute to the development of a growing Customer Success team.

• Support and a clear roadmap during the initial 90 days.