Customer Success Manager

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

📋 Description

• Take ownership of the success of a portfolio consisting of commercial and mid-market clients.

• Establish trusted advisor relationships with key stakeholders in customer organizations through regular one-on-one engagements.

• Perform Success Reviews and engage in value discussions tailored to customer maturity and business requirements.

• Create success plans for customers who require further assistance.

• Serve as the main Customer Success contact for designated accounts.

• Manage customer escalations promptly, coordinating with cross-functional teams to guarantee timely resolutions and clear communication with customers.

• Conduct weekly virtual Office Hours to offer customers technical guidance, best practices, and open Q&A sessions.

• Organize and lead monthly customer enablement webinars that focus on product capabilities, new features, security use cases, and operational best practices.

• Collaborate with Product, Product Marketing, Support, and Education teams to enhance customer onboarding, adoption journeys, and self-service resources.

⛳️ Requirements

• At least 5 years of customer-facing experience in enterprise SaaS or subscription-based technology firms, specifically in Customer Success, Technical Account Management, Professional Services, Sales Engineering, or a comparable post-sales role.

• Proven track record in driving customer adoption, retention, renewals, and expansion, along with a solid understanding of the customer lifecycle.

• Experience in delivering customer presentations, executive business reviews, and technical workshops.

• Strong grasp of enterprise cybersecurity technologies, such as network security, SIEM, NDR/XDR, sandboxing, identity security, or incident response platforms.

• Familiarity with TCP/IP, DNS, VPN, SSL/TLS, and concepts related to enterprise networking.

• Insight into contemporary cybersecurity threats, attack methods, and security operations.

🏝️ Benefits

• Health care insurance

• Income protection / life insurance

• Access to retirement savings plans

• Behavioral & emotional wellness services

• Generous time away from work

• Comprehensive employee recognition program