Customer Success Manager

Summary

Join Torq, a dynamic security company, as a Customer Success Manager! This remote London-based role focuses on customer onboarding, adoption, and expansion. You will partner with stakeholders to drive product adoption, advocate for customer needs in product development, and identify and escalate issues. Success will be measured by key performance indicators like customer satisfaction and renewal rates. The ideal candidate has at least 3 years of CSM experience, security knowledge, and strong consulting and project management skills. Torq values diversity and encourages applications from individuals with diverse backgrounds.

Requirements

• Have a minimum of 3 years experience in a CSM-related role
• Possess security knowledge
• Demonstrate proficiency in using the Salesforce platform
• Possess strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers
• Exhibit self-driven and process-oriented philosophies
• Demonstrate passion about customers, understand their needs, and have the ability to create solutions
• Have the ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges

Responsibilities

• Be responsible for customer's onboarding experience, adoption, and expansion across a range of relationships
• Partner with customer stakeholders, channel partners, and sponsors to drive product adoption
• Be a customer advocate in influencing product roadmap and improvements
• Identify and escalate issues relevant to the customer and support team to achieve client success
• Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
• Address and associate business benefits to align with emerging and evolving needs
• Identify renewal needs with our clients on an ongoing basis and collaborate with internal teams to give the customer the best service
• Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement

Preferred Qualifications

• Have cloud platform experience (AWS, GCP, Azure)
• Have experience leveraging customer success tools like ChurnZero, Gainsight, and Totango