Customer Success Manager

Summary

Join Secureframe, a leading cybersecurity compliance company, and become a Customer Success Manager. This fully remote position, ideally based in Canada, focuses on maintaining a stellar user community and fostering customer advocacy. You will own customer relationships, manage onboarding and training, and become an expert in various compliance frameworks like SOC 2, ISO 27001, and HIPAA. Success will be measured by key metrics such as NPS and CSAT. The role requires collaboration with various teams and continuous process improvement. Secureframe offers a dynamic team environment, professional development opportunities, and a competitive benefits package.

Requirements

• 2+ Years of experience in GRC or Risk Advisory, risk management, compliance, or audit
• Interest in supporting sales and commercial business development efforts
• Strong empathy for customers and passion for revenue growth
• Great people skills – ability to quickly understand your audience and tailor the right message to them
• Ability to collaborate and communicate effectively along with balance the needs of the Secureframe team and our customers
• Ability to manage multiple accounts/priorities at a time with attention to detail
• Autonomous worker with an ownership mindset who is action-oriented, organized, and meticulous
• Passion and ability to work well in a fast-paced, rapidly changing environment

Responsibilities

• Own customer relationships post-sale which includes adoption, ensuring satisfaction, and renewals
• Know the product inside and out so you can manage customer activities including onboarding, training, and growth
• Become an expert in SOC 2, ISO 27001, HIPAA, and other forms of compliance
• Set-up recurring customer syncs to discuss progress towards goals, opportunities to leverage the platform, and gather any relevant feedback
• Deliver on key success metrics such as NPS and CSAT along with achieving internal team goals
• Work cross-functionally with sales, marketing, engineering and product teams to align on customer needs and company strategy
• Constantly analyze, refine, and iterate on internal processes to make them more efficient

Benefits

• Medical, dental, and vision benefits for you and your dependent(s)
• Flexible PTO
• 401(k)
• Paid family leave
• Ground floor opportunity as an early member of the team