Senior Customer Success Manager

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

📋 Description

• Oversee a portfolio of Enterprise and Strategic accounts to ensure long-term success and promote the adoption of our cybersecurity solutions.

• Gain a comprehensive understanding of the NodeZero product, establishing yourself as a trusted adviser regarding its features and advantages.

• Build a trusted advisor relationship with customers by understanding their specific cybersecurity needs and customizing our solutions accordingly.

• Act as a representative for customers, communicating their feedback to our internal teams to facilitate the evolution of our products and services.

• Assist clients during the onboarding process, ensuring they comprehend how to derive maximum value from NodeZero.

• Proactively recognize customer needs and potential issues, offering solutions that enhance their experience and improve their cybersecurity posture.

• Analyze customer usage data to pinpoint significant risks, identify upsell opportunities, and secure annual renewals.

• Conduct regular customer success check-ins and perform comprehensive quarterly business reviews to align on strategic objectives and secure deeper executive stakeholder engagement.

⛳️ Requirements

• Over 5 years of experience in a customer-facing position such as Customer Success, Account Management, or Client Services within a SaaS or cybersecurity context.

• Extensive knowledge of cybersecurity practices and principles; relevant certifications (e.g., CompTIA Security+, CISSP) are preferred.

• Strong technical knowledge in information technology and cybersecurity.

• Outstanding communication, interpersonal, and customer service abilities.

• Excellent analytical skills with the capability to identify user trends and understand customer needs.

• Familiarity with CRM software (e.g., Salesforce, HubSpot) and Customer Success tools (e.g., Gainsight, ClientSuccess).

• Ability to work autonomously and collaboratively, implementing successful customer-focused initiatives.

• Strong problem-solving skills with the capacity to identify issues, resolve them swiftly, and prevent recurrence.

🏝️ Benefits

• Health, vision & dental insurance for you and your family

• Flexible vacation policy

• Generous parental leave

• Growth opportunities

• Inclusive team