Senior Customer Success Manager

Job Description: Establish and maintain strong relationships with key customers, understanding their needs, goals, and challenges Serve as the primary point of contact for customers, becoming customer’s trusted advisor and ensuring their satisfaction Conduct Joint Success Plans, regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for improvement and growth Develop and execute comprehensive customer success strategies to drive customer engagement, retention, and growth Identify and implement best practices for customer success, continuously improving processes and methodologies Collaborate closely with sales, marketing, product, and support teams to align on customer success objectives and deliver a cohesive customer experience Monitor and analyze key customer success metrics, such as customer satisfaction, retention rates, and product usage Prepare and present regular reports on customer success performance and trends to senior management Handle customer escalations with a sense of urgency and professionalism, working to resolve issues promptly and effectively Coordinate with internal teams to address customer concerns and ensure timely resolution of any technical or service-related issues Requirements: Bachelor’s degree in business, Marketing, or a related field; MBA is a plus: or equivalent work experience Proven experience (8+ years) in a customer success, account management, or related role, preferably in the cyber industry Experience engaging and building trust with security-focused personas (e.g., CISOs, Security Architects, SecOps teams) Demonstrated success in managing large, complex customer accounts and driving customer satisfaction and retention Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders Excellent problem-solving skills and a proactive approach to customer success Familiarity with customer success software and CRM systems (e.g., Salesforce, Planhat, etc.) Ability to analyze data and use insights to drive customer success strategies Customer-focused mindset with a passion for delivering exceptional service Strategic thinker with the ability to develop and execute customer success plans Strong organizational skills and attention to detail Ability to work independently and as part of a team Adaptable and capable of thriving in a fast-paced, dynamic environment. Strong leadership qualities and the ability to mentor and develop junior team members Benefits: Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period Company paid holidays and Paid Time Off Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

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