Customer Success Manager

Summary

Join Red Canary as a Customer Success Manager and empower our customers to continuously improve their security outcomes. You will build strong relationships with midmarket customers, guide them through the post-sales journey, and proactively address their evolving needs. Responsibilities include ensuring product adoption, identifying upsell/cross-sell opportunities, monitoring customer health, and collaborating with internal teams. You will also collect customer feedback, conduct executive business reviews, and meet quarterly targets. This role requires 3+ years of experience in a similar client-facing role at a SaaS cybersecurity company, a solid understanding of cybersecurity concepts, and excellent communication skills. Red Canary offers a competitive salary and a comprehensive benefits package.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role at a Saas cybersecurity company
• Solid understanding of cybersecurity concepts, technologies, and industry trends (e.g., endpoint security, network security, cloud security, SIEM, threat intelligence, incident response)
• Experience working with customers larger than 1000 employees and greater than $100,000 in annual recurring revenue
• Proven ability to build and maintain strong customer relationships, fostering trust and rapport
• Excellent communication, presentation, and interpersonal skills
• Strong problem-solving and analytical abilities
• Proactive and self-motivated with a strong sense of ownership and accountability
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment
• Exceptional organizational skills

Responsibilities

• Develop and maintain strong, positive relationships with a portfolio of midmarket customers, serving as their primary point of contact and advocate within Red Canary
• Guide customers through the post-sales journey, including onboarding, solution implementation, and initial adoption, ensuring a seamless and positive experience
• Proactively engage with customers to understand their evolving business needs and security challenges, demonstrating how our solutions can help them achieve their goals and realize maximum value
• Partner with sales on customer renewals and identify opportunities for upsell and cross-sell of additional products and services. Partner with sales to execute on expansion opportunities
• Monitor customer health metrics, identify potential risks, and proactively intervene to address issues and ensure customer satisfaction
• Maintain a deep understanding of Red Canary's product portfolio, features, and roadmap, effectively communicating their value to customers
• Champion customer needs internally, collaborating with product, engineering, support, and sales teams to ensure a unified and positive customer experience
• Share best practices, provide ongoing education, and offer strategic guidance to customers on optimizing their use of our cybersecurity solutions
• Collect and synthesize customer feedback to inform product development and service improvements
• Conduct regular executive business reviews to ensure continued value realization and retention
• Deliver against quarterly OKRs and KPI targets

Preferred Qualifications

Proficiency with Salesforce, Atlassian products, and Zendesk

Benefits

• 100% Paid Premiums: Red Canary offers a 100% paid plan option for medical, dental and vision for you and your dependents. No waiting period
• Health & Wellness - Access to mental health services, Employee Assistance Program and additional programs to incentivize healthy habits
• Fertility Benefits: All new hires are eligible for benefits as of their first day
• Flexible Time Off: Take the time you need to recharge including vacation, sick, bereavement, jury duty, and holidays
• Paid Parental Leave- Full base pay to bond/care for your new child
• Pre-Tax Plans - Red Canary offers a variety of plans to fit you and your dependent specific needs including FSA, HRA and HSA, with employer funding to offset out of pocket health care expenses
• Flexible Work Environment- With 60% remote workforce, Canaries can work virtually from almost anywhere in the US