Enterprise Customer Success Manager

Summary

Join StrongDM as an Enterprise Customer Success Manager and ensure our largest customers achieve success. As the CEO of your enterprise book of business, you will collaborate with various teams to maximize customer value. Deeply understand customer needs, build consensus, and manage expectations to deliver on StrongDM's promise. You will own the customer relationship and long-term account health, acting as a trusted advisor and consultant. This role requires managing large, complex projects, driving product adoption, and providing recommendations to maximize StrongDM's value. You will also be responsible for onboarding, adoption, revenue retention, growth, and renewal of assigned accounts.

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
• Build Adoption & value framework for overall success with the customer
• $170,000 - $190,000 a year

Responsibilities

• Act as a trusted advisor and consultant to our customers
• Lead kickoff and planning calls to determine customer requirements, goals, and define a deployment project plan to complete the rollout
• Work directly with your technical counterpart (Customer Success Architect)  to map customers’ objectives to concrete steps in the implementation and deployment plan, drive prescriptive best practices and then ensure those steps are completed
• Collaborate closely with Support and Product to resolve customer-specific challenges, answer questions, resolve issues, and proactively identify/anticipate/avoid issues, whenever possible
• Focus on driving product adoption across the entire target customer 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 our larger 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

Preferred Qualifications

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

Benefits

• 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 + paid parental leave
• Generous monthly and annual stipend for internet + home office
• Equity in a fast-growing startup
• No travel required