Customer Success Manager

Summary

Join SecurityScorecard's Customer Success team and help enterprise customers transform their approach to security risk assessment. As a Customer Success Manager, you will build strong relationships with customers, ensure their satisfaction, and communicate the value of SecurityScorecard's products to drive deeper engagement. You will leverage your cybersecurity and third-party risk management expertise to proactively provide support and guidance, ensuring customers achieve their business objectives and operational goals. This role involves leading strategic conversations, serving as a subject matter expert, managing customer retention, and collaborating with cross-functional teams to enhance the customer journey. You will be a champion for customer needs, advocating for their voice in product and service design and deployment.

Requirements

• Bachelor's degree
• 3+ years of experience supporting B2B customers in a SaaS organization as a customer success manager, technical account manager or similar customer-facing role
• Knowledge of the tenets of Third Party Risk Management programs and cybersecurity domain experience
• Experience working with C-level Executives that includes meetings, high level presentations, and collaborative discussions

Responsibilities

• Design success for a portfolio of enterprise and strategic customers throughout their lifecycle. From onboarding/implementation through upsell and renewal, you will guide your customer down the path of success every step of the way to reach their business objectives and operational goals
• Lead strategic conversations with customers to align our platform as a solution to their business challenges and goals with the intent to renew and expand the partnership
• Serve as a confident subject matter expert as it relates to the SecurityScorecard platform and the cybersecurity and third-party risk management industries
• Manage the gross and net retention of your portfolio; including forecasting, collaborating with regional account teams and efficient execution
• Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices. Support fellow CSMs in solving new challenges across customers
• Model world class customer care and be an advocate for the voice of the customer in product and services design and deployment

Preferred Qualifications

• Experience navigating large enterprise organizations
• Demonstrated success developing strong customer relationships
• Proven success in new customer kickoffs, ensuring renewals, and expanding annual recurring revenue (ARR) through up-selling, and cross-selling current clients
• Deep customer empathy
• Strong abilities in program and project management, balancing critical delivery tasks
• Technical aptitude, judgment and critical decision making
• Consultative; ability and desire to drive value for customers based on unique needs
• Collaborative; partners across functions
• Proactive; ability to anticipate customer needs and have solutions ready when they are
• Intellectually curious; driven to expand cybersecurity domain and professional expertise
• Responsive and adaptive to changing situations
• Metrics driven; ability to translate customer needs into achievable goals and operate well in a data driven environment

Benefits

• Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!
• The estimated total compensation range for this position is $100,000 - $130,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range
• In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits