Senior Customer Success Manager
Challenges You Will Solve
An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.
What You'll Do
Act as a trusted partner on product functionality for your customers
Build strong customer relationships and deliver customer-centric solutions
Maintain accurate account information to ensure seamless communication between internal teams regarding customer happiness
Anticipate and adopt new technology and apply new features to educate customers
Develop and update standard methodology knowledge base and blog posts
Hold self and others accountable to meet commitments to customers.
Guide customers through onboarding, adoption, optimization and renewal of Red Canary
Act as an internal advocate for customers to achieve their security outcomes
Achieve net retention targets for accounts assigned
Train and mentor team members
Create and fine tune processes for CSM team
Create collateral for CSM leverage
Strategically provide feedback to improve the overarching customer success program
What You'll Bring
4+ years experience in Account Management or Customer Success role, preferably at a SaaS company
2+ years of information security experience required
Willingness to “do a little more” to exceed customer’s expectations
Ability to effectively prioritize and advance customer issues to the appropriate internal teams
A listener first, adept at working across internal and external teams with competing priorities
Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
Ability to push back on customers when in their best interest; comfortable with difficult conversations
Strong written and oral communication skills with proven ability to initiate and build relationships via phone
Ability to collaborate across departments to achieve customer results
Creative problem-solving skills
Compensation range is $112,480 - $128,000 base salary, with commission for an estimated on-target earnings of $140,600 - $160,000, plus equity.
Application Deadline: October 30, 2024
About the job
Apply for this position
Senior Customer Success Manager
Challenges You Will Solve
An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.
What You'll Do
Act as a trusted partner on product functionality for your customers
Build strong customer relationships and deliver customer-centric solutions
Maintain accurate account information to ensure seamless communication between internal teams regarding customer happiness
Anticipate and adopt new technology and apply new features to educate customers
Develop and update standard methodology knowledge base and blog posts
Hold self and others accountable to meet commitments to customers.
Guide customers through onboarding, adoption, optimization and renewal of Red Canary
Act as an internal advocate for customers to achieve their security outcomes
Achieve net retention targets for accounts assigned
Train and mentor team members
Create and fine tune processes for CSM team
Create collateral for CSM leverage
Strategically provide feedback to improve the overarching customer success program
What You'll Bring
4+ years experience in Account Management or Customer Success role, preferably at a SaaS company
2+ years of information security experience required
Willingness to “do a little more” to exceed customer’s expectations
Ability to effectively prioritize and advance customer issues to the appropriate internal teams
A listener first, adept at working across internal and external teams with competing priorities
Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
Ability to push back on customers when in their best interest; comfortable with difficult conversations
Strong written and oral communication skills with proven ability to initiate and build relationships via phone
Ability to collaborate across departments to achieve customer results
Creative problem-solving skills
Compensation range is $112,480 - $128,000 base salary, with commission for an estimated on-target earnings of $140,600 - $160,000, plus equity.
Application Deadline: October 30, 2024