Secure Code Warrior is hiring a
Commercial Customer Success Manager

Summary

The job is for a Commercial Customer Success Manager at Secure Code Warrior. The role involves setting a strategic plan for customers, developing customer onboarding and success motions, cultivating collaboration within the company, driving operational practices to track client performance, building relationships with multiple levels in assigned customer's organization, and ensuring customer satisfaction and product adoption.

Requirements

• Proven experience working in customer success, account management, renewals, or sales
• Demonstrated working experience within a technology or software company, ideally for a SaaS or subscription enterprise software company
• Experience driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices
• Ability to work with distributed teams across cultures and geographies
• Strong communication and interpersonal skills
• Agility and flexibility in responding to evolving business priorities and dealing with challenges
• Experience successfully working with executives and decision-makers
• Strong operational and business-building skills that will drive organizational efficiencies and customer satisfaction
• Ability to collaborate across the organization and with external clients and partner stakeholders
• A Bachelor's degree from an accredited college or university required

Responsibilities

• Set the overall vision and strategic plan for customers within our mid-market and SMB segments
• Develop customer onboarding and success motions integrating processes, content, and data insights
• Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across your customer base
• Drive operational practices to track the performance of your clients, ensuring that a success plan is followed throughout their journey
• Cultivate, build, and maintain relationships with multiple levels within your assigned customer's organization, from program management to economic decision-makers
• Build and consistently present quality business reviews for your assigned book of business, showcasing metrics, defined value, outcomes, product roadmap, relationship alignment, and usage best practices
• Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices
• Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption
• Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution
• Help mitigate churn and drive expansion through strong customer advocacy and referenceability

Benefits

• Full flexibility in working days, times and in the way that suits you best
• Generous leave and work from home options
• A global, multicultural following—we want to reflect that inside our walls and ensure people come as they are, we like it that way!