Customer Success Manager

Summary

Join Red Canary as a Commercial Customer Success Manager and empower our customers to continuously improve their security outcomes. Drive customer satisfaction, retention, and growth by building strong relationships, ensuring product adoption, and providing ongoing support. Act as a trusted advisor, helping customers achieve their cybersecurity goals and maximize the value of their investment. Develop great relationships and help customers unlock the power of Red Canary. Manage a large portfolio of commercial customers, ensuring both success and strong relationships. Deliver against quarterly OKRs and KPI targets. This role offers a total estimated on-target earnings of $97,852-$112,000.

Requirements

• 2+ years of experience in an Account Management or Customer Success position at a SaaS company
• 1+ years of experience working with Salesforce and Zendesk
• Excellent oral and written communication skills, specifically with escalated customers
• Able to clearly communicate sophisticated solutions in an easy to understand manner
• Previous experience owning the renewal process and identifying opportunities for account expansion within assigned commercial customer portfolio
• Able to manage customers and make recommendations to improve the customer's security outcomes

Responsibilities

• Provide coaching and guidance to customers throughout their Red Canary experience
• Manage renewals and identify opportunities for expansion within the customer portfolio
• Cultivate strong customer relationships and proactively enhance their overall experience
• Conduct executive business reviews to drive value realization and customer retention
• Collaborate with Technical and Sales teams to align customer goals and maximize product/service utilization
• Develop strong product knowledge and expertise, be able to respond to customer questions and can understand and simplify complex technical information
• Prioritize and manage a large portfolio of commercial customers (60-75) effectively, ensuring both success and strong relationships
• Deliver against quarterly OKRs and KPI targets
• Process customer inquiries and tickets in Salesforce and Zendesk, ensuring timely resolution and accurate tracking of issues

Preferred Qualifications

• Strong ability to prioritize tasks and issues using sound data and metrics. Tech touch experience is a plus
• 1 + years of experience in cybersecurity is preferred