Customer Success Manager (Mid-Market)

Zscaler

27d•$100,000 - $115,000•Remote

About The Position

Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Red Canary, a Zscaler company, monitors an enterprise’s environment to detect and respond to cybersecurity threats so they can focus on their mission. Our Managed Detection and Response (MDR) solution is a unique blend of human expertise and security, which protects organizations from modern adversaries as their teams work remotely, move to the cloud, and they adopt new cybersecurity and IT technologies. The Red Canary Customer Success Manager empowers our customers to continuously improve their security outcomes, so that they can make their greatest impact. Customer Success Managers are responsible for driving customer satisfaction, retention, and growth by building strong relationships, ensuring product adoption and providing ongoing assistance. They act as a trusted advisor, helping customers achieve their cybersecurity goals and maximize the value of their investment. You will develop great relationships, and help customers unlock the power of Red Canary. We're looking for an experienced Customer Success Manager to join our Customer Success team. Reporting to the Senior Manager, Customer Success, you'll be responsible for:

Requirements

3+ years of experience in Customer Success, Account Management, or a similar client-facing role at a Saas cybersecurity company
2+ years managing a book of business comprised of 25-30 customers with an average ARR of $170,000+
Solid understanding of cybersecurity concepts, technologies, and industry trends (e.g., endpoint security, network security, cloud security, SIEM, threat intelligence, incident response)
Strong data analysis skills to review customer metrics, identify trends, and measure KPIs such as churn rate, customer retention, or Net Promoter Score (NPS)

Nice To Haves

Certifications or advanced degrees related to Customer Success, Project Management , Data Analytics, Cyber Security
Ability to use customer relationship management (CRM) software, such as Salesforce, or Zendesk
Expertise in the industry the company operates in SaaS and cyber security, including its terminology and trends, to better understand customer needs

Responsibilities

Developing strong, positive relationships with customers, guide them through a positive post-sales experience from onboarding to renewal, and proactively engage with them to help them realize the maximum value of Red Canary
Partnering with sales on customer renewals and identifying opportunities for upsell and cross-sell of additional products and services. Partner with sales to execute on expansion opportunities
Monitoring for and mitigate customer risk, champion customer needs with technical and sales teams, and conduct regular executive business reviews to ensure satisfaction, value realization, and retention
Maintaining a deep understanding of Red Canary's product and roadmap, guide customers on optimizing their use of Red Canary and their other security products, and gather product feedback from customers to inform future development.
Delivering against quarterly OKRs and KPI targets