Senior Customer Success Manager

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Kasada

💵 $125k-$160k
📍Remote - United States

Job highlights

Summary

Join Kasada, a global cybersecurity company, and become a Customer Success Manager. You will be responsible for ensuring customer success by providing expert advice, strategic guidance, and proactive issue resolution. This role requires strong communication, problem-solving, and collaboration skills, along with experience in B2B SaaS customer success or account management. You will work with enterprise customers, utilizing various tools and technologies. Kasada offers a competitive compensation package and a comprehensive benefits program, including equity/stock options, flexible working hours, generous parental leave, wellness resources, and more. The company values a collaborative and inclusive work environment.

Requirements

  • A Bachelor's Degree or higher in Computer Science/Information Technology/Business field, OR equivalent demonstrated experience
  • 5+ of experience of B2B SaaS customer success or account management, working with complex enterprise customers in software, Cloud, SaaS, or an inter-related industry in a customer facing post sales role

Responsibilities

  • Become an expert on Kasada’s product offerings and cyber security practices
  • Enable seamless operation of the Kasada platform for customers, ensuring maximum value adoption throughout the customer lifecycle
  • Advise key customer stakeholders, offering strategic guidance, performing quarterly/annual reviews, and spotting upsell and expansion opportunities
  • Partner and collaborate with Sales, Security & Product Engineering and Support, advocating for customer needs and ensuring cross functional alignment on customer success strategies
  • Monitor customer health metrics, identifying areas of risk, and proactively addressing issues to mitigate churn to deliver a market leading customer experience
  • Serve as the main escalation point for critical customer issues and collaborating with internal teams for resolution
  • Drive detailed strategic plans to build on and deliver customer requirements in line with growth, customer preferred interactions, projects and progress
  • Provide recommendations to promote the maximum value of customer's investment in Kasada, including best practices, and on-going support to reach full utilization of customer licenses; and collaborating with sales teams to ensure growth attainment and increased footprint

Preferred Qualifications

  • Conveying complex technical ideas simply and understanding the impact of Kasada to a customer’s business
  • Thriving in an autonomous environment while collaborating across multiple timezones, whether working independently or within a small remote team. Being a self-starter who knows how to effectively prioritize, problem solve, and escalate complex issues
  • Embodying the adaptability and readiness to succeed in a dynamic, fast-paced scaleup environment
  • Possessing a customer-centric mindset and an innate curiosity to improve the customer experience
  • Have a proven track record of building and maintaining successful enterprise customer relationships throughout the whole customer lifecycle
  • Have problem-solving skills, with the ability to think creatively and find innovative solutions to complex customer challenges
  • An innate curiosity to dig past the ask, to understand the “why” and deliver better outcomes than expected

Benefits

  • A stake in Kasada’s global success with equity/stock options
  • Flexible working hours and arrangements - Create a schedule that suits you
  • Support for growing families - Generous parental leave allowances and resources to help in the lead up, during and after parental leave
  • Resources for well-being to support your growth including our EAP - confidential counselling for you and your loved ones
  • Birthday leave
  • Wellness leave
  • An action packed calendar of fun in-person and virtual events

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