Customer Success Manager

The Customer Success Manager is responsible for ensuring customers receive the most value possible from their investment. This includes maintaining and building new relationships with executives and end users, serving as their primary contact to assist with ongoing issues, expand or optimize the solution, and retain customers to ensure they become advocates. In addition, the Customer Success Manager is responsible for supporting internal teams and prospective customers during the sales cycle. On a day-to-day, this team member can except the following: 

• Develop and assist customers with adoption plans to get the most value from their investment
• Complete renewals and grow retention rates
• Expand value through existing business sales
• Existing customer upgrade communication and coordination
• Track user interactions, complaints, and praise
• Provide industry expertise and guidance to customers
• Successfully run prospective customer trials
• Complete new customer setup
• Represent the company with the highest standards and preparation at assigned events or other forums.
• Facilitate educational tools and seminars 
• Understand and communicate solution messaging at both a technical and business level
• Document all prospective and customer meetings and decisions in Salesforce
• Articulate market requests and needs to Product Development
• Organize communications between internal teams
• Conduct Onboarding and Alert Review meetings with our SOC

Successful candidates have the following background: 

• Top Performer
• Ability to work in a fast-paced environment
• Excellent Communication Skills
• Experience with networking, information security, cybersecurity, or SaaS solutions preferred
• Technical knowledge – implementation experience a plus
• Proficiency with Customer Relationship Management Systems – Salesforce a plus