Customer Success Manager

Remedio•New York, NY

19d•Remote

About The Position

Remedio is hiring a remote Customer Success Manager to own a portfolio of commercial and small enterprise customers across the US. The role is responsible for the full post-sale relationship, from onboarding and deployment through adoption, renewal, and expansion. The CSM helps customers put purchased capabilities into use, remove deployment blockers, demonstrate measurable risk reduction, and turn realized value into retention and growth. The CSM works alongside Technical Account Managers, Sales, and Solutions Engineering, and contributes to a growing Customer Success team’s playbooks, signals, and tooling. Success is measured by gross revenue retention (GRR), net revenue retention (NRR), and the share of renewals closed early. The position reports to the Director, Customer Success and involves travel of up to 10%, approximately five to six trips per year, for customer events and the annual Sales Kickoff. In the first 30 days, the CSM is expected to learn the platform, buyers, and renewal playbook; meet every customer in their book; and create account plans for renewals in the next two quarters. By 90 days, the CSM is expected to own their forecast, have renewals staged and on track, run adoption plans for the lowest-adopting accounts, deliver initial business reviews, and qualify an initial expansion opportunity.

Requirements

At least 4 years of experience in Customer Success, Account Management, or Renewals at a B2B SaaS company.
Experience owning a customer book and achieving a retention or expansion target.
Ability to manage a high-volume book by prioritizing according to risk and opportunity, maintaining a consistent cadence, and advancing multiple renewals at once.
Commercial skills, including negotiating renewals, handling pricing objections, and qualifying expansion opportunities.
Technical depth sufficient to build credibility with IT and security practitioners, and ability to explain value clearly to customer leadership.
CRM discipline and comfort working from data.
Startup or high-growth mindset, including urgency, self-direction, and interest in building something new.
Experience with cybersecurity or IT operations software; ideally vulnerability management, patching, endpoint management, or configuration hardening.

Nice To Haves

Experience at an endpoint, vulnerability, or exposure management vendor.
Experience using a structured qualification method; Remedio uses MEDDPICC.
Experience managing renewals through resellers or channel partners.
Use of AI tools to manage a customer book and interest in helping shape the company’s use of AI tools.
A security or IT certification.

Responsibilities

Own a portfolio of commercial and small enterprise customers as their primary point of contact, maintaining an understanding of stakeholders, purchased products, and customer success goals.
Drive onboarding and deployment, activate purchased capabilities, and remove blockers between contract signature and measurable risk reduction.
Start renewal conversations 180 days ahead of renewal, address customer changes and concerns, and close renewals early and on time.
Identify and qualify expansion opportunities across devices and platform capabilities, and partner with Sales to close them.
Use license, product-usage, and customer-sentiment signals to identify risk and opportunity early and take action with a clear plan.
Run business reviews that demonstrate eliminated exposure and time saved for customer teams using the customers’ own metrics.
Maintain accurate CRM records, stage and tag renewals and expansion accurately, forecast results, and flag risks early.
Capture customer feature requests and bugs in terms of their underlying business outcomes, route them through the product process, and develop satisfied customers into references, reviewers, and advocates.
Meet every customer in the assigned book and create account plans for renewals in the next two quarters during the first 30 days.
Within the first 90 days, own the forecast, run adoption plans for the lowest-adopting accounts, deliver initial business reviews, and qualify an expansion opportunity.
Attend customer-focused industry events and the annual Sales Kickoff as required.