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, and collaborating with internal teams to improve the customer journey. You will model world-class customer care and advocate for the customer's voice 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

• 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 $45,000 - 75,000 (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