Senior Customer Success Manager

Summary

Join Recorded Future as a Senior Customer Success Manager and become a Futurist! You will be part of a fast-paced, high-growth team delivering cyber threat intelligence solutions. Maintain a growing client portfolio, ensuring users maximize product value. Drive product adoption and account growth through tailored success plans. Leverage your customer success and cybersecurity experience to build strong client relationships. Be the primary point of contact for customer security teams and work across departments to scale solutions. Accountable for customer health, adoption, growth, and retention.

Requirements

• Demonstrated experience in Customer Success and enablement principles
• Strong understanding of Cyber/Information Security fundamentals
• Familiarity with Project Management processes, strategies, and methods
• Passion and drive for making customers happy and successful
• Positive, collaborative, and energetic attitude with a strong desire to make an impact
• Polished and professional approach for delivering customer engagements
• Experience designing and executing communications and/or customer success programs
• Superb communication skills with an ability to convey complex concepts to all levels of client personnel–from an analyst up to the CISO
• Bachelor’s degree and 5+ years of relevant Customer Success and SaaS work experience
• Polish and English business fluency

Responsibilities

• Act as the primary point of contact for customer security teams including SOC, CTI, IR, GRC, Fraud, and more
• Drive product adoption across a diverse portfolio of the company’s top enterprise clients
• Execute our client engagement strategy by delivering comprehensive Success Plans
• Manage and answer inquiries about our Intelligence Cloud, API/Integrations, and other services
• Identify, assess, and escalate account risk factors and orchestrate remediation efforts
• Work closely across the Intelligence Services Department and other teams — Onboarding, Training, Support, Operations — to construct and scale solutions across customer businesses
• Learn our platform, stay current on cybersecurity events, and build deep familiarity with the various customer security functions where we deliver value
• Regularly capture and internally share your customers’ experience with Recorded Future
• Be ultimately accountable for the overall health of each customer by ensuring high rates of customer adoption, growth, and retention