Customer Success Manager

Summary

Join Cobalt's SMB team as a top Customer Success Manager to help clients build successful security testing programs. You will own client relationships, driving adoption, retention, and growth while acting as a strategic advisor. Responsibilities include building security testing programs, advocating for customer needs, monitoring service execution, managing renewals, and identifying upsell opportunities. You will work with C-level executives and collaborate with the sales team. This role requires 3-5 years of experience in Customer Success or Account Management, project management skills, Salesforce experience, and strong communication abilities. Cobalt offers competitive compensation, equity, and benefits including 401(k)/pension, health insurance, wellness stipends, work-from-home equipment stipends, learning & development stipends, generous PTO, and paid parental leave.

Requirements

• 3 - 5 years of work experience in Customer Success and/or Account Management
• A commercial, consulting mindset
• Project/program management experience
• Experience working with Salesforce
• Multi-tasking skills and the flexibility to adjust to changing priorities on-the-fly
• Strong written and verbal communication
• Familiarity working with Enterprise level clients
• Prior experience working in a very detail oriented and analytical environment
• Prior experience closing sales deals and speaking with C-level executives
• Drive, no one needs to push you to excel; it’s just who you are
• Eagerness to learn, adapt, and perfect your work; you seek out help and put it to good use
• A strong desire to help and serve our customers: They win, so you win

Responsibilities

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, driving increased growth, and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Build successful security testing programs for our customers
• Act as the voice of the customer internally to advocate customer’s needs
• Monitor day-to-day service execution and customer satisfaction
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Manage annual renewal process for customers to assure uninterrupted product use
• Work to identify and/or develop upsell opportunities
• Program manage account escalations
• Interface with internal and external C-level executives
• Team directly with Sales to build a great customer experience

Preferred Qualifications

• Previous experience in SaaS and/or cybersecurity
• Previous experience with preparing and delivering Executive Business Reviews

Benefits

• Competitive compensation and an attractive equity plan
• 401(k) program (US) or pension (EU)
• Medical, dental, vision and life insurance (US) or statutory healthcare (EU)
• Wellness stipends
• Work-from-home equipment & wifi stipends
• Learning & development stipends
• Flexible, generous paid time off and paid parental leave