Customer Success Manager

Summary

Join SecurityScorecard's Customer Success team and help enterprise customers transform their security risk assessment. As a Customer Success Manager, you will own and manage customer relationships, ensuring their satisfaction and driving deeper product engagement. You will leverage your cybersecurity and third-party risk expertise to proactively support customers, aligning our platform with their business goals. Your responsibilities include designing success plans for customers, leading strategic conversations, serving as a subject matter expert, managing customer retention, collaborating with sales teams, and improving the customer journey. You will model exceptional customer care and advocate for customer needs in product development. SecurityScorecard offers a competitive salary, stock options, health benefits, unlimited PTO, parental leave, and tuition reimbursements.

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

Benefits

• Competitive salary
• Stock options
• Health benefits
• Unlimited PTO
• Parental leave
• Tuition reimbursements