Customer Success Manager

Summary

Join Red Canary's Customer Success team as a leader, empowering your team to excel in customer relationships and operational scaling. You will coach and guide Customer Success Managers (CSMs), focusing on Net Revenue Retention. This role involves collaborating with various teams, leveraging data analysis, and proactively addressing customer risks. You'll contribute to the team's strategy and goals, while mentoring CSMs and fostering their career development. The ideal candidate possesses extensive experience in customer success and team management, along with strong analytical and interpersonal skills. Red Canary offers a competitive compensation package.

Requirements

• Bachelor’s degree or equivalent preferred
• 5+ years in customer success or account management roles with at least 5 years managing high-performing teams
• Proven ability to scale operations and drive improvements using customer success methodologies and KPIs
• Strong data analysis skills to inform decision-making and optimize team performance
• Demonstrated success in building customer relationships that drive long-term value, preferably in a B2B SaaS / Services environment
• Proficiency with CRM and customer success platforms (Salesforce, Salesloft)
• Ability to build strong cross-functional relationships and drive alignment across teams
• Strong interpersonal and stakeholder management skills

Responsibilities

• Lead a team of 5-10 Customer Success Managers within a broader Customer Success team
• Serve on a Customer Success leadership team, contributing to our charter, strategy, and goals
• Use analytics and metrics to identify opportunities for operational scaling and team optimization
• Collaborate closely with Operations teams to propose, activate, and complete projects which optimize and scale the team’s output
• Identify and address customer risks proactively, implementing effective mitigation strategies
• Partner cross-functionally with Sales, Security Operations, Product, and Support to deliver a seamless customer experience
• Work closely with CSMs to solve complex challenges, unlocking product innovations through customer feedback and unique use cases
• Set clear expectations, and accountability for results
• Mentor CSMs, setting clear expectations and holding them accountable for results while supporting their career development

Preferred Qualifications

Experience in cybersecurity is a strong plus