CUSTOMER SUCCESS MANAGER - CYBERSECURITY
-
Location: Remote (must currently reside in the United States)
-
Visa: GC and USC only. No sponsorship available.
-
Type of job: Full-time salary. No C2C.
-
Compensation: Base salary + Performance Bonuses based on renewals, retention + company pays 100% of all benefits, great PTO, 401K Matching, equity potential.
ABOUT THE ROLE: The Customer Success Manager will be joining a highly profitable, debt-free, and fast growing unique Cybersecurity organization that provides one-of-a kind solutions in the Cyber Threat Intelligence, Cybersecurity and Anti-Fraud solutions. In this role, you will start off as an Individual Contributor, taking ownership of the post-sales customer lifecycle, including customer onboarding, managing and growing/ building lasting customer relationships, customer renewals, customer retention, customer integrations, and customer feedback. You will be our first formal Customer Success hire, and will formalize workflow and processes around the Customer Success function. As we continue to grow, you will take part in hiring and growing the Customer Success Team. In the role you will leverage your knowledge around Cybersecurity, Data, Analytics, the Sales process, Renewal Process, Customer Retention, and communication skills (written, email, messaging, phone, presentation, customer outreach, etc). ABOUT YOU (The required stuff):
- Strong background in Customer Success, part of an early stage Customer Success Organization, or starting one from scratch
- Experience working for a Cybersecurity, Cyber Threat Intelligence or Fraud Detection Cyber Company
-
Individual Contributor, not afraid to roll your sleeves up
- Experience working with a small agile team (start-up environments are a plus)
- Solid understanding of CRM and Workflow Management platforms (ie.. salesforce, Monday.com etc)
- Dependable, Self-starter, Self-Motivated, Independent, and proactive in keeping leadership, stakeholders, and teams in the loop with progress, challenges, etc
- Exceptional Customer Communication skills (email, written, presentation, phone, etc)
- A passion for Cyber, threat intel, fraud prevention etc.
- Great sense of humor
- A Doer - nothing is beneath you and you are comfortable rolling up your sleeves and being part of the team!
- You love the Customer Success Function
Preferred/ Plusses (bonus points if you have this experience):
- Prior success formalizing and growing new Customer Success functions within start-up environments
- Prior cybersecurity start-up experience
- Experience in selling cyber threat intelligence solutions, cyber data , API/ Data,
WHAT YOU'LL BE DOING:
- Develop and execute a customer onboarding and communications process
- Provide integration and technical support to customers
- Own and manager the customer contract renewal process and related communications
- Develop tools and resources to facilitate onboarding for Enterprise Procurement Teams
- Coordinate with Finance and accounting teams to ensure smooth customer invoicing and payment
- Use CRM (salesforce) and other account management software (monday.com) to roadmap, track, and analyze customer communications
- Collaborate with legal team to review customer contracts and/or compliance requirements
- Collect and report on customer feedback, recommendations and satisfaction
- Provide input to the development of various team management and self-service customer support portals.
*This position will start off as an individual contributor and over time will turn into a player/coach role and growing the Customer Success Team.
ABOUT THE COMPANY: We are a highly successful 8+ year old cybersecurity start-up that provides a one-of -a -kind solution focused around Cyber Threat Intelligence and Fraud Prevention. We are a Debt-free highly profitable, yet very small and agile company, that is at a point where we need to grow our team, and formalize some functions. We are a private company, have grown organically, focus on always doing the right thing, valuing Ethics and Integrity.