Senior Customer Success Manager

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