ReversingLabs is hiring a
Digital Customer Success Manager

Summary

Join our team as a Digital Touch Customer Success Manager at ReversingLabs and leverage technology and automation to engage with customers, drive customer success, and build meaningful relationships.

Requirements

• 3+ years of professional experience, including at least 2 years of experience in Customer Success, Account Management, or related GTM roles in the security or technology industry
• General understanding of cybersecurity concepts, trends, and solutions
• Ability to quickly understand security products and services and explain them to customers in simple terms
• Comfortable working in a fast-paced environment with evolving customer needs and industry trends
• Proven ability to manage multiple accounts and projects simultaneously while maintaining sharp attention to detail
• Eager to build meaningful relationships with customers to better understand their needs and ensure they feel supported throughout the customer journey
• A proactive, problem-solving mindset, with attention to detail
• Ability to leverage digital tools and automation to drive customer engagement and success at scale
• Passionate about helping customers achieve success and ensuring their satisfaction
• Ability to work independently and in a team-oriented, collaborative environment
• Excellent communication, negotiation, and presentation skills
• Familiarity with CRM software, and other account management software (e.g., Salesforce, HubSpot)

Responsibilities

• Follow digital touch engagement strategy to manage and engage with a broad portfolio of customers via automated email campaigns, knowledge base articles, webinars, and other low-touch initiatives to ensure proactive engagement
• Partner closely with the Account Management team in building strategic, operational, and tactical contacts across a portfolio of customers
• Leverage customer success tooling to track customer interactions, monitor customer health, and manage customer success workflows efficiently
• Regularly analyze customer success metrics to optimize digital touch strategies and customer success workflows
• Gather insights from digital interactions to improve customer engagement and relay feedback to internal teams to enhance products and services
• Partner with the Customer Success team in developing new automated workflows for customer engagement
• Act as a liaison between clients and internal stakeholders, and collaborate with internal cross-functional teams to deliver on customer expectations
• Partner and collaborate with the Account Management team on risk mitigation, account strategy, including opportunities for upsells
• Ability to forecast risk, and how it impacts renewals and upsells on a recurring basis
• Identify opportunities for growth and expansion within the portfolio, and effectively communicate with your account team

Benefits

• Competitive compensation packages (base, bonus and equity)
• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Pet insurance
• Hospital Indemnity insurance and Accident insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment