Customer Success Manager

Summary

Join ReversingLabs as a Senior Customer Success Manager and contribute to the company's mission of providing the world's largest threat intelligence repository. You will be responsible for building and maintaining strong relationships with customers, understanding their needs, and proactively providing solutions that align with their business goals. This role involves working closely with clients, internal stakeholders, and the sales team to ensure customer satisfaction and value realization. You will also be responsible for identifying opportunities for growth and expansion within your portfolio, driving customer engagement, and developing and executing shared customer success plans.

Requirements

• A minimum of 5 years of experience in customer success management
• Cybersecurity experience is a must, specifically within software supply chain security, application security, or related domains (SAST / DAST / SCA / ASPM platforms)
• A minimum 2 years experience working with Engineering teams and SOC Analysts
• Strong understanding of cybersecurity concepts, trends, and solutions
• Proven track record of building and maintaining relationships with key decision makers
• Proven ability to manage multiple accounts, and projects simultaneously while maintaining sharp attention to detail
• Ability to work independently and in a team-oriented, collaborative environment
• Excellent communication, negotiation, and presentation skills
• Familiarity with CRM software, and other account management software
• Strong analytical and problem-solving abilities
• Willingness to travel to customer locations

Responsibilities

• Operate as the primary point of contact for a portfolio of customers, focused on building and cultivating relationships with multiple personas, including key Executive stakeholders
• Work closely with clients to better understand their security needs, and maintain up-to-date success plans that lead your customers to value realization
• Act as a liaison between clients and internal stakeholders, and collaborate with internal cross-functional teams to deliver on customer expectations
• Partner and collaborate with the sales team on risk mitigation, account strategy, including opportunities for upsells
• Ability to forecast risk, and how it impacts renewals and upsells on a recurring basis
• Identify opportunities for growth and expansion within the portfolio, and effectively communicate with your account team
• Drive customer engagement, proactively addressing your customers’ top pain points with recommended products and services
• Develop and execute against shared customer success plans, and ensure outcomes are met
• Provide guidance and best practices that help your customers maximize value from ReversingLabs products and services
• Coordinate and conduct executive business reviews that showcase ROI and outcomes met
• Maintaining up-to-date knowledge of industry trends and best practices
• Other duties as assigned

Benefits

• Competitive compensation packages (base, bonus and equity)
• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Pet insurance
• Hospital Indemnity insurance and Accident insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment