Strategic Customer Success Manager

Summary

Join Onapsis as a Strategic Customer Success Manager and act as a trusted advisor and value champion for a dedicated group of customers. You will own customer success, understand their business needs, and guide them to maximize their Onapsis solutions. Collaborate to shape future product investments and ensure optimal value for each customer journey. Focus on increasing satisfaction, product adoption, and lifetime value through exceptional customer experiences. Work cross-functionally to champion customer needs, resolve concerns, and cultivate lasting relationships. Your efforts will impact individual customers and fuel Onapsis' growth.

Requirements

• 7+ years experience in a customer success role at an on-premise and/or SaaS software company
• Demonstrated ability to maintain high retention across a portfolio of customers
• Strong understanding of enterprise security, vulnerability management, and organizational workflows
• Proven ability to present at all levels, including C-suite, on security best practices and Onapsis solutions
• Effective collaboration and cross-functional teamwork skills
• Experience managing customer success and sales processes using CRM software

Responsibilities

• Manage relationships with our most strategic customers to foster strong business partnership with C-level executives and key decision-makers across complex enterprise accounts
• Demonstrate expert knowledge of security best practices and Onapsis solutions to advise customers effectively
• Proactively identify customer needs and pain points, tailoring solutions to enhance security posture and optimize ROI
• Partner with renewal stakeholders to support renewal process execution
• Drive adoption and utilization of Onapsis solutions, focusing on customer’s desired outcomes
• Proactively manage customer health, addressing any issues, ensuring satisfaction and minimizing churn
• Act as the "voice of the customer" within Onapsis, championing their needs and guiding them to appropriate resources
• Leverage industry and market trends to help customers develop proactive cyber-resilience strategies
• Demonstrate delivery of ongoing value and customer interest in other solutions we can provide
• Identify and assess opportunities for customer expansion based on business objectives and Onapsis offerings
• Partner with internal stakeholders to execute comprehensive expansion plans, driving predictable growth
• Track and report on key metrics, ensuring alignment with quarterly and annual renewal rate goals
• Articulate cost justification methodologies, quantify cost savings, and develop compelling value propositions
• Build exceptional customer loyalty and satisfaction through deep understanding, consistent engagement and executive-level advocacy
• Analyze business fundamentals, develop compelling ROI scenarios, and present business cases effectively
• Possess broad knowledge of cybersecurity trends and tools, applying understanding to customer use cases
• Foster loyalty, retain accounts, and be a trusted advisor driving repeat business
• Manage time, finances, meetings, and prioritization effectively
• Communicate clearly and concisely through written and verbal formats
• Capture key information, engage effectively with diverse stakeholders, and document insights

Preferred Qualifications

• ERP experience (SAP, Oracle, etc.) a plus
• Experience in an early to mid-stage security software company preferred

Benefits

• Flexible work options
• Competitive Total Reward Packages, including compensation, benefits
• The space to learn and grow as part of Onapsis’ rapidly growing team
• Career path and mentoring opportunities