Customer Success Manager - US West

Appdome•Redwood City, CA

10h•Hybrid

About The Position

We are seeking a driven and results-oriented Customer Success Manager to join our team. In this role, you will focus on customer retention and growth by building trusted relationships, understanding customers’ security objectives, and driving successful renewals and expansions. The ideal candidate is a proactive communicator with strong interpersonal skills and a solid technical foundation. You excel at managing complex enterprise relationships and sales cycles, and you thrive in a dynamic environment that demands collaboration across teams and effective engagement with stakeholders via phone, email, and in-person interactions.

Requirements

5+ years of experience in quota carrying customer management roles in a high-tech environment with a track record of accomplishment and promotion. Demonstrable quota achievement required.
Bachelor’s degree in a related field
Clear ability to summarize complex issues with alignment to business requirements.
Understanding of Customer Success, SaaS and Information Security (mobile application security highly regarded)
Strong Analytical skills, with the ability to translate data into insights
Strong follow up, communication and presentation skills
Self-learner with a tenacious curiosity and ability to multitask and work quickly
Successful experience in start-up and large company environments
Completed sales training with pipeline management methodology

Responsibilities

Build strong relationships with all your customers, from team members to executives.
Regularly engage with them to understand their business objectives, goals, decision-making processes, and budgeting cycles. Stay connected as organizational changes occur.
Collaborate closely with the Customer Organization, including the worldwide team, peer CSMs, Enablement and Onboarding, and Service Delivery teams, to deliver exceptional value to customers.
Identify expansion and upselling opportunities, ensuring they align with the customer’s strategic goals, and build a strong pipeline to drive future growth.
Serve as an advocate for your customers, addressing and resolving issues promptly while maintaining high customer satisfaction and review scores.
Become a subject matter expert on all our offerings, introducing new products and solutions across your entire customer portfolio.
Drive pipeline creation and close expansion sales each quarter, consistently growing your portfolio’s ARR.
Manage timely renewals, maintaining the current exceptionally low churn rate.
Travel regularly to meet with customers and attend conferences, strengthen relationships, and stay informed about industry trends.
Collect and share valuable customer feedback, including NPS insights, reviews, case studies, and references.