Customer Success Manager (CSM)

SafeBreach

5d•Remote

About The Position

SafeBreach seeks a Customer Success Manager (CSM) to join our rapidly growing global Customer Success team. As a Customer Success Manager, you will have the opportunity to unleash your expertise to WOW customers, serving as their trusted advisor. You will work with large enterprise customers and will be accountable for ensuring these customers adopt and realize SafeBreach's recurring value. You will also work closely with security Directors/Managers, Security Engineers, and Security Architects. The results will be increased customer satisfaction, value, retention, and expansion of the SafeBreach platform.

Requirements

At least 5 years of experience in Customer Success roles (CSM, Account Manager)
Expertise in cybersecurity with prior experience working with security vendors
Ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines to ensure the successful delivery of customer success initiatives
Empathy, patience, and emotional intelligence when interacting with customers, understanding their perspectives, and addressing their concerns.
Excellent business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
Travel required (30%)

Nice To Haves

Knowledge of Offensive security tools
Experience in a startup or early-stage company
Experience with globally distributed teams preferred

Responsibilities

Build and foster relationships with customers while driving engagement, retention and expansions to drive NRR for SafeBreach.
Act as a trusted advisor to develop success plans aligned to the business objectives and strategic priorities of the customer - Identify measurable goals and timelines to help customers onboard and grow
Serve as a customer advocate with internal stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
Participate in communications within the team to share best practices and learn about new technologies and complementary security applications.
Drive conversations with SMEs and leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
Translate customer product usage data into actionable advice for customers
Establish regular touch-points with assigned customers per the established SLAs to review progress against strategic and technical objectives.
Proactively identify issues and coordinate with SafeBreach teams to remediate issues as they are identified. Leverage internal tools like Gainsight to archive customer activity and other key data points centrally.