Customer Success Manager (US, Remote)

DTEX Systems

8d • $140,000 - $200,000 • Remote

About The Position

DTEX is looking for a dynamic Customer Success Manager who will be responsible for driving customer satisfaction and account growth across a portfolio of named accounts. Successful candidates will have relationship and project management skills enhanced by a clear devotion to helping customers drive maximum value from their DTEX investment.

Requirements

• 7+ years of experience in a customer-facing customer success, operations, project or account management role.
• Excellent communication (written and verbal) skills, both internally and externally.
• Demonstrated competency communicating with executive, manager and individual contributor levels.
• Accountability and personal organization
• Strong ability to communicate technical concepts to customers in a business-oriented way combined with the ability to communicate customer technical requirements internally to engineering oriented resources.
• Security domain knowledge is essential.
• Project management skills to drive simultaneous efforts across multiple groups to ensure timely completion of deliverables.
• Ability to handle a broad portfolio of competing customer needs.
• Ability to convey customer concerns to different internal stakeholders (Support, Development.

Nice To Haves

• Experience with complex SaaS solutions.
• Strategic understanding of various components of a typical Security Stack including SIEM products (e.g. Splunk, Google SecOps, Microsoft Sentinel).
• Strategic understanding of integration methods and use cases.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of customers in all aspects of the post-sales relationship.
• Conduct Account Planning alongside Sales and i3.
• Assist customers with setting up and navigating DTEX InTERCEPT and Pulse
• Expand customer commercial relationship and identify relevant upsell opportunities.
• Partner with Sales team to bring relevant upsell opportunities to closure.
• Ensure timely completion of customer facing deliverables such as executive business reviews, support, investigation, and professional services requests with the support of internal department representatives.
• Assist in creating training courses and educational materials.
• Engage with increasingly senior levels of the customer organization to evangelize DTEX products and services.
• Work internally and with customers to translate complex technical requirements into implemented solutions.
• Advocate for needs as the customers’ voice within DTEX.
• Provide insight and technical knowledge to other internal groups as needed.
• Educate customer on best practices for DTEX platform usage.
• Triage technical issues and drive issue escalation within DTEX Support and Engineering.
• Provide feedback based on personal and customer impressions of DTEX services, report bugs and problems encountered in the field, and make recommendations for improvement and new service features.

Benefits

• Fully remote company
• Comprehensive health, vision, and dental coverage
• Flexible time off
• Company computer hardware of your choice
• Work from home setup reimbursement
• Wellness perks including access to mental healthcare, gym discounts and personal care concierge
• Virtual events, happy hours, trivia, and fun
• Monthly Internet & Phone Reimbursement
• Opportunities to learn and grow

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees