Senior Customer Success Manager, Microsegmentation

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

📋 Description

• Serve as the primary technical point of contact for clients

• Oversee escalations, track adoption rates, and enhance value throughout the account's lifecycle

• Maintain extensive knowledge of product features and updates

• Foster customer relationships through regular check-ins and business reviews

• Recognize upsell and cross-sell potential

• Provide technical training, workshops, and relevant documentation

• Collaborate with Sales during renewals and partner with Product and Engineering to facilitate successful renewals and implementations

• Utilize analytics to track health metrics and usage patterns

• Offer data-driven insights to improve customer outcomes

• Coordinate resources to address technical escalations

• Lead onboarding for new customers, ensuring seamless setup and customized implementation

• Assist in safeguarding customers' critical applications and assets from advanced cyber threats

⛳️ Requirements

• Over 5 years of experience in Customer Success, Customer Experience, or Community Management within a B2B SaaS or cybersecurity environment

• Bachelor's degree

• Demonstrated success in managing and renewing a portfolio of strategic accounts alongside Sales

• Experience in driving adoption and realizing value

• Technical ability to convey complex concepts to both technical and non-technical audiences

• Experience in handling escalations and high-priority challenges

• Proficient with customer success platforms such as Zendesk, Intercom, and Gainsight

• Skilled in using CRM tools like Salesforce

• Familiarity with collaboration tools such as JIRA and Monday.com

• Outstanding communication, presentation, and problem-solving abilities

• Data-driven mindset for decision-making

• Strong organizational skills with the capability to manage multiple priorities and deadlines

🏝️ Benefits

• Comprehensive healthcare coverage

• 401K savings plan

• Company-recognized holidays

• Paid Time Off (PTO) for vacation

• Sick leave

• Parental leave policy

• Employee assistance program

• Support for mental and financial wellness

• Annual bonuses or incentives

• Equity awards

• Employee Stock Purchase Plan (ESPP)

• Flexible work options: remote, in-office, or a mix of both