Customer Success Manager

November 14

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ALTR

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Information Security • Breach Detection • Breach Prevention • Breach Defense • Data Security

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

Description

• As the ALTR customer success manager you will be the tip of the spear in customer engagement and satisfaction. • Reporting through the Product Organization, you will be the Voice of the Customer within ALTR, ensuring that their needs and feedback is heard throughout the organization. • Focusing on building and maintaining relationships with all our customers and building a bridge between the customers and the internal teams of Field Engineering, Product Management, Sales, and Marketing • Act as the primary point of contact for customer relationships, ensuring a seamless onboarding process and continued success with our products and resources. • Be the voice of the customer internally, communicating needs, challenges, and feedback to multiple areas of the business (i.e. Product, Sales, Marketing, Support) • Recruit Customer advisory resources for Product, design, sales, and marketing feedback • Develop and implement strategies for customer retention and satisfaction • Collaborate on marketing and sales initiatives, providing insights and success stories that drive future business. • Announce and demonstrate upcoming features on the Product Roadmap within the context of the value to the customer use cases and outcomes.

Requirements

• Bachelors in a related field • Self-motivated and independent. • Ability to manage multiple initiatives as the same time • 3+ years of experience in a customer success role within a SaaS company • Excellent communication (verbal, written and presentation) skills with the ability to host customer councils and webinars • Proven History in building relationships with customers via trust and driving engagement. • Strong familiarity with modern data platforms such as Snowflake, Databricks and the broader data stack (ETL, data catalogs, BI tools, data warehouses) • Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners • Experience in working with cross functional stakeholders to drive internal business outcomes for Product Management, Sales, Marketing, Support and Field teams alike. • Proactively assess and address customer needs to drive the best possible experience • Nice to Have Experience with data security and/ or other data governance software • Experience in building a customer success strategy and a team focused on serving Support, Operations, Product, Sales, and Marketing.

Benefits

• A variety of medical, dental, and vision plans, including access to a health savings account, short and long-term disability, life insurance, and employee assistance programs (EAP) • 401(k) retirement savings plan with an excellent company match • Eligibility to receive option shares • Flexible Time Off – Paid time off is not accrued, you simply take time as you need it • 10+ Paid Holidays • Monthly stipend for phone and internet • Wellness Incentive Program • When in Office -Free Lunch -Unlimited Snacks & Beverages -Game Room - Video games, air hockey, pool