Senior Customer Success Manager

October 19

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Risk Assessment • Strategy • vCISO • Security Assessment • CIS Controls

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Description

• Become a product expert including the technical knowledge and practical business applications • Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform • Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams • Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services • Keep customers informed of process and procedural changes • Manage resolution of escalated customer issues • Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements

Requirements

• 3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices • Success managing customer relationships at a software or SaaS company • Proactive approach with a demonstrated capability to identify and mitigate risk • Experience working across multiple, internal teams to resolve customer issues quickly and effectively • Previous experience with tech companies, specifically SaaS solutions • Excellent communication skills (writing, listening, phone) • A team player capable of high performance and flexibility working in a dynamic environment