Customer Success Manager

Summary

Join Ghost Security as a Customer Success Manager and play a pivotal role in ensuring customer satisfaction and retention. This remote position offers a competitive salary and benefits package. You will be responsible for onboarding new customers, building strong relationships, and providing ongoing support. Collaboration with sales, product, and support teams is crucial. Success in this role requires proven experience in customer success, strong communication skills, and proficiency with CRM systems. The ideal candidate will possess a deep understanding of the cybersecurity landscape and a passion for delivering exceptional customer experiences.

Requirements

• 5+ years of experience in customer success, account management, or a related role, preferably within the cybersecurity or technology industry
• Proven track record of driving customer satisfaction, retention, and growth
• Strong interpersonal and communication skills with the ability to build lasting customer relationships
• Ability to manage multiple customer accounts and priorities in a remote environment
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms
• Analytical mindset with the ability to interpret customer data and drive actionable insights

Responsibilities

• Serve as the primary point of contact for customer onboarding, ensuring a smooth and successful implementation
• Build and nurture strong, trusted relationships with customers to understand their goals and ensure they derive maximum value from our solutions
• Collaborate with sales to ensure a seamless handoff from deal closure to onboarding and ongoing account management
• Provide product training and resources to customers, empowering them to effectively use our solutions
• Monitor customer health metrics and proactively address any issues or risks to ensure customer satisfaction and retention
• Advocate for customer needs internally, collaborating with product and engineering teams to deliver customer-driven enhancements
• Identify upsell and cross-sell opportunities and partner with the sales team to expand customer relationships
• Conduct regular business reviews with key accounts to ensure alignment and drive continued value
• Maintain accurate records of customer interactions and account status within the CRM system
• Represent Ghost Security at industry events, customer meetings, and webinars

Preferred Qualifications

Knowledge of the cybersecurity landscape and industry trends is a plus

Benefits

• Competitive compensation and stock options
• Full health insurance, including vision and dental
• Monthly health & wellness allowance for gym, spa, therapy, etc
• Remote first working, with most team members between the Eastern and Pacific time zones
• Home office upgrade budget to be sure you have the right tools to do your best work
• Learn and Grow - we provide continuing education stipend to attend industry relevant training, conferences, and events that help you build your network and skills
• Unlimited PTO - we require employees to take at least 2 weeks off per year
• Quarterly off-sites at amazing locations