Enterprise Customer Success Manager

Summary

Join Doppel, a fast-growing SaaS cybersecurity company, as an Enterprise Customer Success Manager (CSM). You will build and maintain strong relationships with enterprise clients, ensuring they maximize the value of the Doppel platform. Key responsibilities include onboarding new clients, managing multiple stakeholders, proactively addressing customer needs, identifying expansion opportunities, and advocating for customer success. You will also gather customer feedback and collaborate with internal teams. This role requires a Bachelor's degree, 3+ years of customer success experience (ideally in cybersecurity or SaaS), and strong communication and problem-solving skills.

Requirements

• Possess a Bachelor’s degree
• Have 3+ years of progressive customer success experience, ideally within Cyber Security or SaaS technology-driven company
• Demonstrate strong communication skills, effectively presenting to different customer stakeholders, including legal, marketing, and cybersecurity professionals
• Possess problem-solving and analytical skills; ability to solve complex customer issues, and make strategic, data-driven recommendations that align with Doppel’s mission
• Exhibit leadership skills; lead by example
• Possess prioritization skills; ability to manage multiple priorities in a fast-paced setting

Responsibilities

• Deeply understand the customer's organizational structure, key decision-makers, business objectives, and pain points
• Develop and execute comprehensive onboarding plans for new enterprise customers, ensuring they quickly grasp the product's value proposition and critical features
• Build relationships with multiple stakeholders across the customer organization, including end-users and executives across multiple teams, to align their needs with the Doppel platform
• Regularly monitor customer usage data, identify potential issues, and proactively reach out to address concerns before they escalate
• Demonstrate the tangible business value customers are achieving through the platform, highlighting key metrics and ROI to maximize customer value
• Identify opportunities to upsell and expand existing customer contracts by understanding their evolving needs and potential for further adoption. Maintain customer renewals and proactively identify risk to mitigate churn
• Cultivate customer loyalty and actively encourage them to become advocates by conducting testimonials, case studies, references, and referrals
• Gather regular customer feedback through surveys, check-ins, and other mechanisms to identify areas for improvement and inform product development
• Work closely with sales, product, marketing, ops and support teams to ensure seamless customer experience throughout the lifecycle

Preferred Qualifications

Understanding of LLMs and Social Engineering