Senior Manager, Customer Success

Summary

Join OffSec's Enterprise Customer Success team as a Senior Manager/Director! Lead a global team responsible for onboarding, engagement, and retention of enterprise clients. You will guide accounts through setup, education, and integration of OffSec's offerings. Act as a strategic liaison between sales, customer support, and cross-functional teams to drive customer satisfaction. Foster strong client relationships and ensure seamless onboarding. Develop and execute strategies to maximize customer value and retention. This role requires strong leadership, communication, and analytical skills, along with experience managing enterprise clients in a customer success-driven environment.

Requirements

• Bachelor’s degree or equivalent experience
• 7+ years in a customer success, customer support, or account management role, with at least 3 to 5 years of leadership experience
• Proven track record of managing enterprise corporate or government clients in a high-touch, customer success-driven environment
• Strong leadership, coaching, and team development skills
• Experience implementing customer success strategies, including onboarding, engagement, and retention frameworks
• Expertise in customer support ticketing systems, analytics, and reporting
• Excellent organizational, project management, and time management skills
• Superior verbal and written communication skills, with the ability to engage effectively with executive stakeholders
• Strong analytical mindset with the ability to interpret customer data and drive actionable insights
• Ability to thrive in a fast-paced environment, balancing multiple priorities and meeting deadlines

Responsibilities

• Lead and Develop a High-Performing Team: Manage a global team of 10+ customer success professionals, ensuring regional coverage and operational excellence
• Champion Cross-Functional Collaboration: Advocate for customer-centric improvements across departments, influencing product development, marketing, and support teams to enhance the overall customer experience
• Measure and Drive Customer Value: Define success metrics and create strategies to quantify and improve the value customers realize from OffSec’s training programs and certifications
• Foster a Customer-Centric Culture: Instill a company-wide focus on optimizing the customer experience, emphasizing long-term customer satisfaction, retention, and lifetime value
• Understand the customer journey from land, onboarding, adoption, expansion and renewal plays to drive engagement and retention through this journey
• Define and Execute a white glove Customer Experience: Establish a standardized success plan template to guide customers through their journey with OffSec, ensuring a consistent and high-value experience
• Implement a Multi-Channel Support System: Deploy an enterprise grade communication system that includes email, live chat, self-service, and other communication channels
• Define key performance metrics and renewal plays, including retention, Net Promoter Score, response times, time to value, and customer risk scores
• Manage Executive-Level Engagements and Escalations: Interact with senior leadership internally and externally to drive strategic initiatives, advocate for customer needs, and resolve escalations effectively
• Enhance the Sales-to-Customer Success Handoff: Work closely with the sales team to ensure a seamless transition from sales to customer success, optimizing the customer onboarding experience and long-term engagement

Benefits

This role is a full-time salaried position