Senior Customer Success Manager

Summary

Join Relyance AI as a Senior Customer Success Manager and manage the adoption, expansion, retention, and post-implementation experience for your customer portfolio. Build relationships with various customer stakeholders, develop joint success plans, and conduct check-in meetings and business reviews. Proactively identify customers needing assistance, gather customer feedback, and become a Relyance AI product expert. Collaborate with the sales team for expansion opportunities and manage renewals. This remote role requires 8-10+ years of experience managing enterprise accounts, preferably with SaaS companies, and a strong understanding of cybersecurity and data security. The role is based in TX or the San Francisco Bay Area.

Requirements

• Have 8-10+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products
• Demonstrate the technical capabilities of the product and negotiate contracts with procurement and ecosystem stakeholders
• Possess a growth mindset and be willing to think from first principles
• Have the ability to break down big problems / ambiguous goals into smaller actionable steps
• Possess a bias for creating clarity (for internal stakeholders and customers) and strong project management skills
• Have empathy for customer workflows and the ability to dig deep
• Have past technical experience in some capacity and find modern technology stacks fascinating
• Be located in TX or San Francisco, Bay Area

Responsibilities

• Manage the adoption, expansion, retention, and overall post-implementation experience for your portfolio of customers
• Establish trust and build relationships with different customer stakeholders (including managers, directors, VPs, and CISOs)
• Develop joint success plans with customers to ensure a clear plan is in place to achieve their objectives
• Conduct check-in meetings for tactical items and perform business reviews with C-level executives / decision-makers to align on their objectives and business outcomes (customer lifecycle management)
• Understand customer workflows and proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success
• Be the voice of the customer by consistently capturing customer feedback, customer highlights, and lowlights and channel that internally with various stakeholders (product, exec team, etc.)
• Become a Relyance AI product expert
• Identify process gaps, templatize, and implement playbooks to scale and maximize the value from the product
• Be responsible for renewals GRR
• Collaborate with the Sales team for additional expansion opportunities

Preferred Qualifications

• Have experience with code in your past experience/school or a side project or technical SaaS implementation experience
• Have experience in Cybersecurity, Data Security and Privacy landscape

Benefits

• Remote work
• Base salary pay range for this role is $130,000 to $160,000