Customer Success Manager

About Our Client

The mission of the our client is to secure the internet and protect consumer data. There is a firm belief that security should be continuously monitored and verified, empowering companies to practice better security with ease. The team comprises kind and talented individuals, many of whom succeed without prior security experience.

About The Role

As a Customer Success Manager, Enterprise, you will play a pivotal role in guiding customers through their security and compliance journeys with specialized solutions. By combining a customer-centric approach with expertise in the company’s products and security best practices, you will contribute to the overall success and satisfaction of customers in achieving robust security and compliance outcomes through customer retention and a healthy book of business.

The company’s success over the last year has been exponential, and they are currently focused on providing world-class customer experience to as many security-minded software companies as possible. As the Enterprise Customer Success Manager, you will be the voice of the company, responsible for helping customers progress toward their goals, ensuring their ultimate success and satisfaction.

What you’ll do

– Lead all post-sales activities for enterprise customers by guiding them through onboarding, implementation, product adoption, value-driven renewals, and identifying upsell opportunities.

– Partner with Account Managers to drive renewal and expansion opportunities within your book of business.

– Act as the voice of the customer within the organization.

– Serve as the point of contact for customers and drive them to achieve specific business outcomes on their timelines.

– Become a product expert on the company’s platform and how it can improve security posture through compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks), Trust Reports, and Risk Management solutions.

– Provide insightful technical answers and recommend the most efficient pathways for customers to achieve compliance using the platform.

– Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansions, and advocacy.

– Influence the strategy and product priorities of the organization to drive adoption and retention based on customer feedback.

– Collaborate cross-functionally to resolve customer business issues and work toward mutual goals.

How to be successful in this role

– Extensive experience with high-level exposure to C-level executives and the ability to build strong, trusted relationships.

– Proven account management skills, including relationship building through various means such as Quarterly Business Reviews, Health Check Ins, and Executive summaries.

– Ability to be nimble and agile in an environment where shifting priorities are expected.

– 3-5 years of experience in Customer Success at a SaaS company is required.

– Experience in the security or compliance industry is preferred.

– Possess clear and thoughtful communication skills, with strong critical thinking abilities.

– Highly empathetic to customers, with a proven track record of long-term customer retention.

– Experience meeting retention targets and creating satisfied, healthy customers.

– Technical competency to understand the software and build effective relationships with highly technical customers.

– Strong problem-solving skills, with enthusiasm for making a significant impact early on in a startup environment.

What you can expect

– Industry-competitive compensation.

– 100% covered medical, dental, and vision benefits with dependent coverage.

– 16 weeks of fully-paid parental leave for all new parents.

– Health & wellness and remote workplace stipends.

– Family planning benefits through Carrot Fertility.

– 401(k) matching.

– Flexible work hours and location.

– Open PTO policy.

– 11 paid holidays in the U.S.

– Offices in SF, NYC, Dublin, and Sydney.