Customer Success Manager

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

📋 Description

• Take ownership of the post-sale experience for a range of enterprise clients.

• Foster customer retention, growth, and product utilization.

• Serve as a trusted advisor to security executives.

• Leverage AI-driven insights, CRM systems, and customer success platforms to proactively manage risks, deliver value, and amplify impact.

• Maintain accountability for customer health, satisfaction, and net revenue retention objectives.

• Promote adoption and value realization by utilizing product usage metrics, health scores, and predictive risk indicators.

• Recognize and address potential churn risks through proactive, cross-functional strategies.

• Cultivate relationships with executive sponsors and everyday users.

• Facilitate strategic customer reviews supported by clear, data-driven insights.

• Collaborate with Sales on renewals, expansions, and growth prospects.

• Oversee transitions from sales to delivery and assist with new product launches.

• Monitor and escalate priority support issues while balancing customer expectations.

• Ensure accurate customer information and success plans are maintained within CRM and Customer Success platforms.

• Enhance Customer Success processes through automation and AI-driven workflows.

• Work collaboratively across departments including Sales, Product, Support, and Operations.

• Act as a vital voice for the customer within the organization.

⛳️ Requirements

• 5+ years of experience in enterprise B2B software roles.

• 3+ years in Customer Success managing large-scale customers.

• Familiarity with complex, technical products; experience in cybersecurity is preferred.

• Proficiency in CRM platforms (preferably Salesforce) and Customer Success tools (e.g., ChurnZero).

• Comfortable with product usage analytics, dashboards, and customer health metrics.

• Strong analytical, communication, and executive-facing capabilities.

• Ability to excel in a dynamic SaaS environment.

• Experience utilizing AI copilots, automation, or predictive analytics in Customer Success (a plus).

• Background in high-growth SaaS or cybersecurity settings (a plus).

• Experience in SecOps environments (a plus).

• Demonstrated experience in previous technical roles (considered a major asset).

🏝️ Benefits

• Competitive benefits and compensation package.

• Stock options available.

• Opportunities for training and professional development.

• Provision of a MacBook Pro.

• A vibrant company culture.

• Emphasis on collaboration and innovation.

• Opportunities for community volunteering.

• Variable compensation structure.