Customer Success Manager

Job Title: Customer Success Manager Location: USA (100% Remote) About Us: Our cilent is a venture-backed organization in hyper-growth mode, headquartered in New York City with all US-based positions being 100% remote. Founded by innovative practitioners to solve massive-scale cybersecurity challenges, they are disrupting the cybersecurity operations market with their unique technology that builds cyber fusion centers for large enterprises and the mid-market. About You: Strategic and tactical initiative leader Hungry, inquisitive, proactive, energetic, and driven Growth mindset and results-oriented Thrives in a fast-paced, collaborative environment Why We Are Hiring: The Customer Success Manager is responsible for the technical aspects of customer success processes, including customer onboarding, training, support, and technical enablement. What You Will Do: Participate in cross-functional projects Own and maintain training functions within the Customer Success department Manage multiple projects/tasks with minimal supervision Serve as the technical point of contact for Customer Success Managers Escalate technical issues and questions to the engineering and development teams Communicate effectively with management, team members, and other departments Balance long and short-term goals by prioritizing activities Actively create and participate in curriculum planning sessions for new product training Recommend and implement solutions when project issues arise Build strong customer relationships with key stakeholders and sponsors Strive to provide exceptional customer experience Manage customer expectations and lead them to satisfaction Ensure all deliverables arrive in good order, on time, and meet customers' requirements Track key account metrics Communicate progress to both internal and external stakeholders Identify growth opportunities Collaborate with our team to achieve sustainable growth Who You Are: Experience as a CSM or in a similar customer-facing role Prior cybersecurity experience required; technical experience in threat intelligence preferred Excellent oral presentation and customer interaction skills Technical and troubleshooting skills in at least one software application or technology Proven track record of Technical Account Management or relevant experience Experience in managing multiple stakeholders and projects Customer-oriented, attentive listener Critical thinker and problem solver Team player with good time-management skills Strong interpersonal and communication skills Experience with sales software such as Salesforce, Churn Zero, or other CSM tools Experience with security applications and defense infrastructure

Created: 2024-11-02