Customer Success Manager

Remedio•New York, NY

20d•Remote

About The Position

Remedio is hiring a Customer Success Manager to own a portfolio of commercial and small enterprise customers across the US. This remote role owns the full post-sale relationship, from onboarding and adoption through renewal and expansion. The Customer Success Manager works alongside Technical Account Managers, Sales, and Solutions Engineering, and contributes to shaping the processes of a growing Customer Success team. The role focuses on helping customers deploy Remedio, activate purchased capabilities, demonstrate measurable risk reduction, and translate customer value into renewals and account growth. 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 requires travel of up to 10%, approximately five to six trips a year, for customer events and the annual Sales Kickoff.

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 meeting a retention or expansion target.
Experience with cybersecurity or IT operations software; vulnerability management, patching, endpoint management, or configuration hardening experience is ideal.
Ability to manage a high-volume book by prioritizing risk and opportunity, maintaining a consistent cadence, and progressing 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 with data.
Urgency, self-direction, and interest in building in a startup or high-growth environment.

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 shaping how the company uses AI tools.
A security or IT certification.

Responsibilities

Own a portfolio of customers as their primary point of contact, maintaining an understanding of stakeholders, purchased products, and desired outcomes.
Drive onboarding and deployment, activate purchased capabilities, and remove barriers to measurable risk reduction.
Start renewal conversations 180 days in advance, 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 risks and opportunities and take action with a clear plan.
Lead business reviews that demonstrate eliminated exposure and time saved using customers’ own metrics.
Maintain accurate CRM records, stage and tag renewals and expansion opportunities, forecast results, and flag risks early.
Capture feature requests and bugs in relation to customer business outcomes, route them through the product process, and develop satisfied customers into references, reviewers, and advocates.
Build account plans for renewals in the next two quarters and manage adoption plans for lower-adopting accounts.
Attend relevant customer industry events and arrange or join customer meetings with Remedio executives; attend the annual Sales Kickoff.