Enterprise Customer Success Manager

Summary

Join StrongDM as an Enterprise Customer Success Manager and ensure our largest customers achieve success. As a strategic CSM, you will act as the CEO of your enterprise book of business, collaborating with various teams to maximize customer value. Deeply understand customer needs, build consensus, manage expectations, and deliver on StrongDM's promise. You will own the customer relationship and long-term account health, serving Fortune 500 and larger global enterprise accounts. This role requires 8+ years in account management or customer success, a consulting background, and strong project management skills. StrongDM offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• 8+ years in an Account Management or Customer Success role for a product/service that is sold to cybersecurity technical teams
• Strong grounding in project management, including onboarding, implementation, and rollout
• Sophisticated business sense capable of differentiating symptoms from the underlying cause and collaborating with technical teams to develop a solution
• Demonstrated track record of persuading technical audiences to take action based on requirements and value provided by solutions
• Demonstrated track record of managing challenging customers or situations leading to successful outcomes
• Ability to manage large, complex projects while remaining calm under pressure and patient in times of strife
• Be humble, unafraid to ask for help, and never assume

Responsibilities

• Act as an advisor and consultant to our customers
• Lead kickoff calls to determine customer requirements, and goals, and define a deployment project plan to complete the rollout
• Work directly with your technical counterpart to map customers’ objectives to concrete steps in the rollout plan, and then ensure those steps are completed
• Collaborate incredibly closely with Support and Engineering to resolve customer-specific challenges, answer questions, resolve issues, and proactively identify/anticipate/avoid issues, whenever possible
• Drive product adoption across the entire organization by learning customers’ goals and suggesting ways to help achieve them through process, product, and roadmap requests
• Analyze customers’ environment on a regular basis and provide recommendations to maximize the value of StrongDM
• Be the voice of the customer to help improve their experience across Product, Support, and Engineering
• Serve Fortune 500 and larger global enterprise accounts
• Own the end-to-end success of your customers, responsible for onboarding, adoption, revenue retention, growth, and renewal
• You will take ownership of the renewal for your assigned accounts
• Build Adoption & value framework for overall success with the customer

Preferred Qualifications

• Consulting background is highly preferred
• Preferred Tech savvy with knowledge of cloud and PAM space

Benefits

• $170,000-190,000 + bonus + equity salary packages
• Medical, dental, and vision insurance (free to employees and dependents)
• 401K, HSA, FSA, short/long-term disability coverage, life insurance
• 6 weeks of combined accrued vacation + sick time
• Volunteer days + standard holidays
• 24 weeks paid parental leave for everyone + 1 month transition time back + childcare stipend for first year
• Generous monthly and annual stipend for internet + home office