Senior Customer Success Manager

Summary

Join Red Canary as a Senior Customer Success Manager and become a trusted partner for our clients, helping them navigate product functionality and achieve their security goals. You will build strong relationships, anticipate technological needs, and educate customers on new features. This role requires a deep understanding of customer needs and the ability to act as an internal advocate. Success is measured by renewal rates, revenue growth, and your dedication to customer success. You will also train and mentor team members and contribute to process improvement within the CSM team. Red Canary offers a competitive salary and benefits package.

Requirements

• 4+ years experience in Account Management or Customer Success role, preferably at a SaaS company
• 2+ years of information security experience required
• Willingness to “do a little more” to exceed customer’s expectations
• Ability to effectively prioritize and advance customer issues to the appropriate internal teams
• A listener first, adept at working across internal and external teams with competing priorities
• Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
• Ability to push back on customers when in their best interest; comfortable with difficult conversations
• Strong written and oral communication skills with proven ability to initiate and build relationships via phone
• Ability to collaborate across departments to achieve customer results
• Creative problem-solving skills

Responsibilities

• Act as a trusted partner on product functionality for your customers
• Build strong customer relationships and deliver customer-centric solutions
• Maintain accurate account information to ensure seamless communication between internal teams regarding customer happiness
• Anticipate and adopt new technology and apply new features to educate customers
• Develop and update standard methodology knowledge base and blog posts
• Hold self and others accountable to meet commitments to customers
• Guide customers through onboarding, adoption, optimization and renewal of Red Canary
• Act as an internal advocate for customers to achieve their security outcomes
• Achieve net retention targets for accounts assigned
• Train and mentor team members
• Create and fine tune processes for CSM team
• Create collateral for CSM leverage
• Strategically provide feedback to improve the overarching customer success program

Benefits

• Base salary for this role is $112,480 - $128,000 per year, plus commission for total estimated on-target earnings of $140,600 - $160,000
• This role is eligible for a grant of stock options, subject to the approval of the company's board of directors