Customer Success Manager

Summary

Join Cobalt's SMB team as a Customer Success Manager to cultivate and expand successful security testing programs for our clients. You will own client relationships, driving adoption, retention, and growth while acting as a trusted advisor. Responsibilities include building strong client programs, advocating for customer needs internally, monitoring service execution, and managing renewals. You will collaborate with internal and external stakeholders, including C-level executives, and identify upsell opportunities. This role requires a proactive mindset, strong communication skills, and experience in customer success or account management. Cobalt offers a competitive compensation package, equity, and benefits including health insurance, 401k, paid time off, and stipends for wellness, work-from-home equipment, and learning and development.

Requirements

• 2+ 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 a large book of SMB 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 stakeholders ranging from individual contributors to C-level executives
• Team directly with Sales to build a great customer experience

Benefits

• Earn competitive compensation and an attractive equity plan
• Save for the future with a 401(k) program (US)
• Benefit from medical, dental, vision and life insurance (US)
• Leverage stipends for: Wellness
• Leverage stipends for: Work-from-home equipment & wifi
• Leverage stipends for: Learning & development
• Make the most of our flexible, generous paid time off and paid parental leave