Senior Customer Success Manager

• Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives
• Orchestrate key touchpoints with customers from weekly status meetings to Executive Business Reviews
• Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement
• Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage
• Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products
• Stay up-to-date with the latest trends, like-technologies and happenings across cyber security
• Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers
• Advocate for customer needs and feedback within the organization to drive product enhancements and improvements
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success
• Identify potential risks and challenges in customer relationships and work proactively to address them before they escalate
• Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn
• Establish and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities

• 5-6+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company – ideally cyber security – where you developed strategies and plans on assigned accounts to fully leverage technology solutions
• Excellent written and verbal skills
• Excellent interpersonal and communication skills
• Prior technology deployment and configuration experience
• Experience with security frameworks and concepts
• Excellent project management and prioritization abilities
• Mastery of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)
• Problem-solving mentality with the ability to navigate complex situations
• Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.is a plus

Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.is a plus