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Job Title: Enterprise Customer Success Manager
">Role Overview:
As an Enterprise Customer Success Manager, you will play a key role in helping our clients transform the way they assess security risk. You will own and manage customer relationships with enterprise customers, ensuring their happiness and communicating the value of our product to drive deeper, more robust engagement.
You will apply your understanding of cybersecurity, third-party risk, our products, services, and best practices to proactively provide support and guidance to our customers.
">Key Responsibilities:
- Design success for a portfolio of enterprise and strategic customers throughout their lifecycle.
- Lead strategic conversations with customers to align our platform as a solution to their business challenges and goals with the intent to renew and expand the partnership.
- Serve as a confident subject matter expert as it relates to the SecurityScorecard platform and the cybersecurity and third-party risk management industries.
- Manage the gross and net retention of your portfolio; including forecasting, collaborating with regional account teams and efficient execution.
- Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices.
- Support fellow CSMs in solving new challenges across customers.
Required Skills and Qualifications:
- 3+ years of experience supporting B2B customers in a SaaS organization as a customer success manager, technical account manager or similar customer-facing role.
- Knowledge of the tenets of Third Party Risk Management programs and cybersecurity domain experience.
- Experience working with C-level Executives that includes meetings, high level presentations, and collaborative discussions.
Benefits:
- Competitive salary.
- Stock options.
- Health benefits.
- Unlimited PTO.
- Parental leave.
- Tuition reimbursements.
What We'd Like You to Have:
- Experience navigating large enterprise organizations.
- Demonstrated success developing strong customer relationships.
- Proven success in new customer kickoffs, ensuring renewals, and expanding annual recurring revenue (ARR) through up-selling, and cross-selling current clients.
- Strong abilities in program and project management, balancing critical delivery tasks.
- Technical aptitude, judgment and critical decision making.
- Consultative ability and desire to drive value for customers based on unique needs.
- Collaborative partners across functions.
- Proactive ability to anticipate customer needs and have solutions ready when they are.
- Intellectually curious driven to expand cybersecurity domain and professional expertise.
- Responsive and adaptive to changing situations.
- Metrics-driven ability to translate customer needs into achievable goals and operate well in a data-driven environment.
