Customer Success Manager

Summary

Join Doppel, a fast-growing SaaS company pioneering cybersecurity solutions, as a Customer Success Manager. You will build and maintain strong client relationships, ensuring they maximize the value of the Doppel platform. Key responsibilities include onboarding new clients, managing multiple stakeholders, proactively addressing customer needs, identifying expansion opportunities, and advocating for customer success within the organization. You will also gather customer feedback, collaborate with internal teams, and focus on customer retention and growth. This role requires a Bachelor's degree, 3+ years of customer success experience (ideally in cybersecurity or SaaS), and strong communication, problem-solving, and analytical skills. Experience with LLMs and social engineering is preferred but not required.

Requirements

• Educational Background : Bachelor’s degree
• Experience : 3+ years of progressive customer success experience, ideally within Cyber Security or SaaS technology-driven company
• Leadership Skills : We are looking for experienced CSMs that can lead by example
• Prioritization Skills : Ability to manage multiple priorities in a fast-paced setting. We are a rapidly growing start-up
• Communication Skills : Strong communicator who can effectively present to different customer stake holders, including legal, marketing, and cyber security professionals
• Problem-Solving and Analytical Skills : Ability to solve complex customer issues, and make strategic, data-driven recommendations that align with Doppel’s mission

Responsibilities

• Deep Customer Understanding : Thoroughly understand the customer's organizational structure, key decision-makers, business objectives, and pain points
• Strategic Onboarding : Develop and execute comprehensive onboarding plans for new enterprise customers, ensuring they quickly grasp the product's value proposition and critical features
• Stakeholder Management : Build relationships with multiple stakeholders across the customer organization, including end-users and executives across multiple teams, to align their needs with the Doppel platform
• Proactive Engagement: Regularly monitor customer usage data, identify potential issues, and proactively reach out to address concerns before they escalate
• Value Realization: Demonstrate the tangible business value customers are achieving through the platform, highlighting key metrics and ROI to maximize customer value
• Renewal & Expansion Focus: Identify opportunities to upsell and expand existing customer contracts by understanding their evolving needs and potential for further adoption. Maintain customer renewals and proactively identify risk to mitigate churn
• Customer Advocacy: Cultivate customer loyalty and actively encourage them to become advocates by conducting testimonials, case studies, references, and referrals
• Product Feedback Loop: Gather regular customer feedback through surveys, check-ins, and other mechanisms to identify areas for improvement and inform product development
• Collaboration with Internal Teams: Work closely with sales, product, marketing, ops and support teams to ensure seamless customer experience throughout the lifecycle

Preferred Qualifications

Technical Skills : Understanding of LLMs and Social Engineering preferred, but not required