Customer Success Manager (US, Remote)

Intel 471

2d•Remote

About The Position

Intel 471 empowers enterprises, government agencies, and other organizations to win the cybersecurity war using the real-time insights about adversaries, their relationships, threat patterns, and imminent attacks relevant to their businesses. The company’s platform collects, interprets, structures, and validates human-led, automation-enhanced intelligence, which fuels our external attack surface and advanced behavioral threat hunting solutions. Customers utilize this operationalized intelligence to drive a proactive response to neutralize threats and mitigate risk. Organizations across the globe leverage Intel 471’s world-class intelligence, our trusted practitioner engagement and enablement, and globally-dispersed ground expertise as their frontline guardian against the ever-evolving landscape of cyber threats to fight the adversary — and win. Intel 471 is looking for a Customer Success Manager to be responsible for renewing Intel 471’s designated customer subscription agreements, as well as uncovering opportunities for subscription and user upgrades. This role will report to the SVP, Customer Success and will work together on strategies to maximize renewal outcomes, as well as productive ways to strengthen relationships with our customers.

Requirements

3-5 years sales and/or customer service experience
Client-facing, retention, and some negotiation experience
Prior Sales or sales support background is preferred
Experience with Salesforce.com is desired
Proven track record and expertise in pricing, packaging, and renewal strategy
Excellent time management and organization skills
Attention to detail, self-motivation, positive mindset, excellent work ethic
Strong MS office (Word, Excel, PowerPoint) skills

Responsibilities

Manage assigned customer accounts across the globe on renewal of their Intel 471 subscriptions
Drive retention and growth from customers through understanding and delivering customer needs, challenges, budget cycle, etc.
Ensuring we develop strong communications to optimize conversion and retention rates
Identify ways to creatively engage our customers regularly throughout the year to ensure a smooth renewal process (e.g., quarterly check in, follow up calls post new customer onboarding, etc.)
Deliver regular revenue forecast updates on assigned accounts, and identify & escalate any areas of risk or concern
Create proposals, prepare subscription agreements, and drive full agreement to closure
Work closely with Intel 471 Collection Management and Customer Engagement teams to ensure customer success
Understand, navigate, and leverage Salesforce to facilitate all aspects of renewals (e.g., Maintain and distribute detailed client notes on weekly basis)
Understanding of pricing, packaging, and retention strategies, as well as identify conversion/up-sell/cross-sell opportunities.