Customer Success Manager

Summary

Join SecurityScorecard's Customer Success team and play an important role in helping enterprise customers transform their security risk assessment. As a Customer Success Manager, you will own and manage customer relationships, ensuring their satisfaction and communicating the product's value. You will design success plans for customers, lead strategic conversations to align the platform with their business goals, and serve as a subject matter expert on the SecurityScorecard platform and cybersecurity. You will manage customer retention, collaborate with account teams, and contribute to improving the customer journey. You will model world-class customer care and advocate for the customer's voice in product design. This role requires a Bachelor's degree and 3+ years of experience supporting B2B customers in a SaaS environment.

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

• Health benefits
• Unlimited PTO
• Parental leave
• Tuition reimbursements