Customer Success Manager

Cloud Range • Nashville, TN

78d • Remote

About The Position

Are you highly organized, detail-oriented, great with people, and passionate about helping customers succeed? At Cloud Range, we’re on a mission to revolutionize cyber readiness with hands-on, real-world simulation training. As our Customer Success Manager, you’ll play a key role in transforming new customers into long-term partners, ensuring they reach their cyber readiness goals and thrive with our solutions. Join us in creating the future of cyber defense, where you’ll help drive customer satisfaction, retention, and growth.

About Cloud Range

Cloud Range’s revolutionary platform delivers live-fire, immersive cyber attack defense training that empowers security teams to confidently face today’s cyber threats. Our cyber range solutions help organizations reduce risk, enhance skill sets, and comply with evolving standards. Our Customer Success team is at the heart of this mission, ensuring that every customer not only meets but exceeds their cyber readiness goals while achieving measurable value.

Cloud Range is recognized as an industry leader and has earned numerous awards, including the ASTORS Homeland Security Award for Best Cyber Defense Team Training, the CISO Choice Award for Security Education, and the Top InfoSec Innovator Award. Fortune 500 companies, governments, and major technology companies depend on Cloud Range to ensure their security teams are prepared for cyber attacks.

Job Summary

The Customer Success Manager ensures customers have a smooth, organized experience from sales handoff through onboarding, training, and renewal. You’ll foster relationships that encourage product adoption, invite regular communication, meet program objectives, and ensure a seamless experience, ultimately making a customer’s job easier. The CSM collaborates closely with Sales, Product, Training, and Support teams to meet and exceed customer needs, advocate on their behalf, and drive renewals and growth.

Requirements

• Proven experience in customer success, sales/account management, customer management, or similar customer-facing roles.
• Strong interpersonal and communication skills with the ability to build relationships effectively across varied technical backgrounds.
• Experience working with Sales, Product, Marketing, and Support teams to enhance customer satisfaction and drive retention.
• High attention to detail and organizational skills, strong critical thinking skills, and going beyond the status quo to capture customer insights.
• Ability to advocate for customer needs while balancing company objectives.

Nice To Haves

• Cybersecurity experience and understanding preferred.

Responsibilities

• Customer Relationship Management
• Build and maintain meaningful relationships, fostering trust and loyalty across customer accounts.
• Serve as a main point of contact for customers, helping them navigate and leverage Cloud Range products to meet their needs.
• Work with customers to establish and track measurable objectives using Cloud Range’s solutions.
• Work with Cloud Range trainers to capture insights, and communicate insights and recommendations to customers, including providing comprehensive KPI results.
• Coordinating and scheduling meetings and training sessions to align with established processes and procedures.
• Customer Retention & Account Growth
• Meet or exceed retention and expansion goals.
• Ensure process milestones are met for Cloud Range and its customers.
• Create and maintain buying team blueprints for each customer.
• Promote product value and identify upsell opportunities to expand product usage.
• Partner with Sales to initiate and support the renewal process through strategic touchpoints like Executive Briefings.
• Drive additional revenue through proactive account management, optimizing product adoption, and advocating for expanded product engagement.
• Customer Advocacy & Feedback
• Manage and grow the Customer Advisory Board (CAB).
• Inform CAB meeting agendas and planning elements.
• Gather product feedback from customers and share actionable insights with Product and Training teams.
• Conduct regular reviews of customer concerns and proactively suggest solutions to improve their experience.
• Collaborate with the Product team, providing insights based on customer needs and feedback to refine products.
• Identify and communicate opportunities to Marketing for customer case studies, customer interviews, blogs, and speaking engagements.
• Work with customers to identify customer referrals and marketing opportunities within industry groups.
• Process Optimization & Best Practices
• Continually optimize customer success processes to improve quality, effectiveness, efficiency, and overall customer experience.
• Share insights and best practices with team members to enhance customer engagement and product utilization.
• Coordinate with administrators to ensure seamless execution of scheduling and planning customer engagements.
• Product Expertise & Education
• Become an expert in Cloud Range products, guiding customers on best practices to maximize value.
• Proactively monitor customer progress, preemptively addressing potential issues to ensure a seamless customer journey.
• Educate customers on Cloud Range products and features, positioning yourself as a trusted resource.

Benefits

• Remote work with a flexible schedule to support your productivity and work-life balance.
• Generous PTO so you can recharge and be your best.
• Health, dental, and vision insurance to keep you and your family healthy.
• Opportunities for growth and advancement in a cutting-edge industry.
• Collaborative, fun, and entrepreneurial culture with in-person gatherings 1-2 times per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed