Customer Success Manager
The Customer Success Manager will play an important role in helping our Enterprise customers transform the way they assess security risk. The SecurityScorecard Customer Success team not only manages relationships and delights customers — they also understand our customers’ organizational goals and unique challenges to help them operationalize our platform and become more secure.
In this role, you'll own and manage customer relationships with customers, ensuring their happiness and communicating the value of our product to drive deeper, more robust engagement. You will apply your understanding of cybersecurity, third-party risk, our products, services, and best practices to proactively provide support and guidance to our customers.
What You’ll Achieve
- Design success for a portfolio of enterprise and strategic customers throughout their lifecycle. From onboarding/implementation through upsell and renewal, you will guide your customer down the path of success every step of the way to reach their business objectives and operational goals.
- Lead strategic conversations with customers to align our platform as a solution to their business challenges and goals with the intent to renew and expand the partnership.
- Serve as a confident subject matter expert as it relates to the SecurityScorecard platform and the cybersecurity and third-party risk management industries.
- Manage the gross and net retention of your portfolio; including forecasting, collaborating with regional account teams and efficient execution.
- Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices. Support fellow CSMs in solving new challenges across customers.
- Model world class customer care and be an advocate for the voice of the customer in product and services design and deployment.
What We Need you to have
- Bachelor's degree
- 3+ years of experience supporting B2B customers in a SaaS organization as a customer success manager, technical account manager or similar customer-facing role.
- Knowledge of the tenets of Third Party Risk Management programs and cybersecurity domain experience
- Experience working with C-level Executives that includes meetings, high level presentations, and collaborative discussions.
What We’d Like you to have
- Experience navigating large enterprise organizations
- Demonstrated success developing strong customer relationships
- Proven success in new customer kickoffs, ensuring renewals, and expanding annual recurring revenue (ARR) through up-selling, and cross-selling current clients
