Senior Manager of Customer Success

Summary

Join Cobalt's growing team as a Senior Manager of Customer Success! You will lead and mentor a team of Customer Success Managers, driving customer health scores and product adoption. Responsibilities include team development, cross-functional collaboration, exceeding performance targets, and resolving customer issues. This role requires 5+ years of experience managing Customer Success Managers and a global mindset. Cobalt offers competitive compensation, equity, and benefits including 401(k)/pension, health insurance, wellness stipends, flexible PTO, and parental leave. The ideal candidate thrives in fast-paced environments, possesses strong leadership skills, and is passionate about the cybersecurity industry.

Requirements

• 5 years of previous experience directly managing a team of Customer Success Managers
• A global mindset and welcome working with teams across geographies. You can make your team look good and help them overcome challenges
• The ability to deliver quality at speed and thrive in a high velocity environment. You like that we have hundreds of clients and many more feature requests. You handle uncertainty well and are excited about the enormous influence you will have on your team. You present complex technical challenges so that everybody can understand
• Grit and a hunger to constantly learn. You don’t give up. You might not have any security experience - but you learn super fast
• You are energized by Cobalt’s opportunity and growth and want to have an equity stake in Cobalt.io

Responsibilities

• Effectively manage a team of Customer Success Managers. This includes providing training, development, and professional growth opportunities for your reports
• Enable the team to drive customer health scores, product adoption, and playbooks for customer touch points and business reviews
• Support ongoing team growth and development, including recruiting, hiring, training, and mentoring
• Partner with Sales, Marketing, Product, and Operations to drive cross-functional strategic initiatives
• Exceed all performance targets, including NPS, net dollar retention, maintaining high retention and growth rates
• Collaborate closely with go-to-market team and support renewals and expansion opportunities
• Participate with the extended CSM Management team to develop and refine standard methodologies
• Ensure communication, reporting and operational activities are handled in a consistent, timely, accurate manner internally and externally
• Serve as an escalation point for customer issues ensuring issues are resolved quickly
• Develop and execute an automation and programs driven strategy for our tech-touch customer base

Benefits

• Grow in a passionate, rapidly expanding industry operating at the forefront of the Pentesting industry
• Work directly with experienced senior leaders with ongoing mentorship opportunities
• Earn competitive compensation and an attractive equity plan
• Save for the future with a 401(k) program (US) or pension (EU)
• Benefit from medical, dental, vision and life insurance (US) or statutory healthcare (EU)
• Leverage stipends for: Wellness
• Leverage stipends for: Work-from-home equipment & wifi
• Leverage stipends for: Learning & development
• Make the most of our flexible, generous paid time off and paid parental leave