Customer Success Manager

March 13

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Absolute Security

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Absolute Security is a leading provider of self-healing, intelligent security solutions designed to protect businesses in a digital landscape. With a focus on endpoint security, device management, and network access, Absolute Security offers a range of products such as Absolute Control, Absolute Resilience, and Secure Access solutions. These products are built to enhance device and application health, secure access to cloud apps, and enable comprehensive threat protection across web, cloud, and private applications. Absolute Security serves various industries, including education, finance, government, healthcare, and transportation, helping organizations maintain compliance, reduce vulnerabilities, and maximize productivity.

Endpoint Security • Endpoint Visibility • Self-healing Endpoint • Data Risk Management • IT Asset Management

501 - 1000 employees

Founded 1993

🔐 Security

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• Be the “voice of the customer” within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute Secure Access product line • Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute • Conduct strategic workshops and engagements to drive incremental business value through increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions) • Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting strategic account reviews • Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies • Focus on net dollar retention by: Identifying and mitigating risk on customer accounts and work with account teams and executives to mitigate risk of churn • Uncovering growth opportunities in your portfolio through expansion, upsell, and cross-sell to provide a rewarding customer experience • Build relationships internally across Sales, Renewals, and Support teams to escalate customer needs and identify expansion and renewal opportunities • Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve • Become a technical Subject Matter Expert of Absolute and contribute to building new processes and sharing best practices within the larger Customer Success team • Build relationships internally across Sales, Product and Support teams to escalate customer needs and identify expansion and renewal opportunities • Collaborate cross-functionally with other internal teams such as Professional Services, Product Management, Marketing and Sales to cooperatively drive, maintain, and improve customer health and value perception • Protect the security and privacy of Absolute and its customers

🎯 Requirements

• 2+ years Customer Success experience within a SaaS high-tech work environment working with large Enterprise and/or SLG customers • Exceptional ability to communicate and foster positive business relationships • Strong aptitude for technology with the ability to explain technical concepts and theories to technical users • Team player, that strives to develop win-win situations for customers and colleagues • Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level • The ability to effectively lead and direct a virtual meeting with a diverse set of attendees • Ability to take initiative, own processes and work independently as required • Understanding of data-in-transit security, including TLS, IPsec, VPNs, PKI, and certificate management • Strong understanding of Windows, macOS, and Linux operating systems, including network stacks • Experience with CRM tools such as Salesforce and Gainsight)