Customer Success Manager

Summary

Join Red Canary as a Scaled Customer Success Manager and become instrumental in helping customers optimize their use of the Red Canary portal. You will manage incoming requests, troubleshoot issues, offer guidance on best practices, and proactively reach out to ensure effective product adoption. As a key security ally, you will work from a shared ticketing queue, assisting customers with configuration and identifying opportunities for additional value. You will empower customers with knowledge and work collaboratively with other CSMs and cross-functional teams. This role offers a base salary of $75,040 - $80,000 per year, plus commission, and eligibility for stock options.

Requirements

• 2+ years in a Customer Success, Technical Account Management, or similar role, preferably in a security-related industry
• Experience designing and implementing infrastructure initiatives with a familiarity of security technologies
• Proven experience with Zendesk, or similar service and support platform, for customer service management and reporting
• Strong commitment to delivering an exceptional customer experience
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner
• Proactive approach to identifying issues and delivering practical solutions
• Collaborative spirit with the ability to thrive in a pooled team environment

Responsibilities

• Manage incoming requests through a shared ticketing system, ensuring timely and efficient responses
• Troubleshoot issues related to product usage and provide actionable solutions
• Offer guidance on best practices for leveraging the Red Canary portal to achieve customer objectives
• Conduct proactive outreach to ensure customers are adopting and utilizing their purchased products effectively
• Assist customers in configuring their Red Canary portal to align with their security needs and goals
• Identify opportunities for customers to derive additional value from the platform
• Empower customers with knowledge by highlighting available resources such as documentation, training sessions, and community forums
• Act as a trusted security ally, ensuring customers feel supported and confident in using Red Canary as a part of their security strategy
• Work closely with other CSMs in the pooled team to manage queue priorities and share insights on customer needs
• Partner with cross-functional teams such as Product, Support, and Sales to ensure seamless customer experiences

Benefits

• Base salary for this role is $75,040 - $80,000 per year, plus commission for total estimated on-target earnings of $93,800 - $100,000
• This role is eligible for a grant of stock options, subject to the approval of the company's board of directors