Customer Success Manager

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Develop and deliver a version 1 onboarding playbook within the initial 30 days

• Leverage AI to create production customer success workflows utilizing data from ChurnZero, Salesforce, Gong, and product usage telemetry

• Establish and monitor adoption benchmarks throughout the portfolio

• Identify and define the most impactful product-led growth initiative within 60 days

• Conduct executive business reviews and quarterly business reviews with senior stakeholders

• Collaborate with Account Directors on expansion initiatives and jointly manage net revenue retention targets

• Facilitate the feedback loop between customers and the Product team

• Architect the customer success infrastructure and tooling stack

⛳️ Requirements

• Over 5 years of experience in customer success or post-sale roles, with a track record of owning net revenue retention, gross revenue retention, and expansion metrics

• Credible experience in domains such as cyber security, cyber threat intelligence, national security, financial crime, or blockchain intelligence

• Proven experience in building from the ground up

• Proficiency in production AI applications

• High degree of independence

• Strong presence when engaging with executives

🏝️ Benefits

• Competitive salary

• Health insurance

• 401(k) retirement plan

• Flexible working arrangements

• Opportunities for professional development

• Wellness programs