Senior Customer Success Manager

Summary

Join Obsidian Security's Customer Success team as a remote Customer Success Manager, preferably located in the Dallas or Chicago metro area. Develop and maintain strong customer relationships, serving as their primary point of contact for post-sales activities. Proactively identify opportunities to enhance customer success and satisfaction, driving value realization and adoption of Obsidian's solutions. Collaborate with internal teams to advocate for customer needs and influence product improvements. Lead strategic initiatives to expand product adoption and upsell opportunities within assigned accounts. Drive customer retention through effective renewal strategies and proactive risk mitigation. Provide timely resolution to customer inquiries and escalations, ensuring a seamless customer experience. Deliver regular business reviews and performance updates to customers.

Requirements

• 5+ years of experience in a customer-facing role in the cybersecurity industry
• Strong interpersonal skills with the ability to build rapport and trust with customers at all levels of an organization
• Proven track record of driving customer success, retention, and growth metrics
• Excellent communication skills, both verbal and written, with the ability to articulate complex concepts clearly and concisely
• Analytical mindset with the ability to leverage data and insights to drive informed decision-making
• Self-motivated and proactive with a passion for delivering exceptional customer experiences
• Ability to thrive in a fast-paced, collaborative environment and adapt to changing priorities
• Experience working with CRM systems (e.g., Salesforce) and customer success platforms

Responsibilities

• Develop and maintain strong relationships with key customers, serving as their primary point of contact for all post-sales activities
• Proactively identify opportunities to optimize customer success and satisfaction, driving value realization and adoption of our solutions
• Collaborate with internal teams to advocate for customer needs and influence product enhancements based on customer feedback
• Lead strategic initiatives to expand product adoption and upsell opportunities within assigned accounts
• Drive customer retention through effective renewal strategies and proactive risk mitigation efforts
• Provide timely resolution to customer inquiries, issues, and escalations, ensuring a seamless customer experience
• Deliver regular business reviews and performance updates to customers, highlighting key achievements and opportunities for improvement
• Stay informed about industry trends and best practices to continuously enhance the customer success strategy

Benefits

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources