Customer Success Manager

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

📋 Description

• Manage a portfolio of enterprise accounts from the onboarding phase through to renewal.

• Establish and nurture relationships with CISOs, security leaders, and operational teams.

• Act as the main point of contact after the sale is completed.

• Facilitate the onboarding process in collaboration with Sales Engineering.

• Accelerate time to value in alignment with customer priorities.

• Ensure a seamless transition from proof of value (POV) to full production.

• Develop and implement success plans linked to business outcomes.

• Promote product adoption among security and engineering teams.

• Monitor and report on ROI, including reductions in remediation backlogs and enhancements in service level agreements (SLAs).

• Oversee renewals and project retention forecasts.

• Identify and pursue expansion opportunities across various assets and modules.

• Collaborate with Sales on upsell and cross-sell initiatives.

• Cultivate executive sponsors and customer advocates.

• Generate references, case studies, and customer advocacy.

• Gather product feedback to influence the development roadmap.

• Work closely with teams in Sales, Product, and Engineering.

• Handle escalations and ensure exceptional customer satisfaction.

• Provide structured customer insights to inform go-to-market and product strategy.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or a similar SaaS role.

• Proven experience working with enterprise clients.

• Strong preference for candidates with cybersecurity experience.

• Demonstrated success in driving retention and expansion efforts.

• Capability to manage complex stakeholders and environments effectively.

• Excellent executive communication skills.

🏝️ Benefits

• Flexible working arrangements.

• Opportunities for professional development.