Customer Success Manager
Critical Start•Austin, TX
•$65,000 - $100,000•Remote
About The Position
We are looking for an experienced Customer Success Manager to join our team! The ideal candidate is customer-focused, detail-oriented, and passionate about delivering exceptional service. With strong communication and organizational skills, you will guide customers through their post-sales journey, ensuring they achieve their desired outcomes and receive ongoing value from our solutions.
Requirements
- 2+ years of experience in customer success, account management, or a related role.
- Proven ability to manage multiple customer accounts with a focus on retention and measurable outcomes.
- Strong communication and presentation skills, both written and verbal.
- Experience with customer success tools like Gainsight or Salesforce.
- Problem-solving and project management skills with a proactive approach to customer challenges.
- Ability to collaborate across teams and escalate issues effectively when necessary.
- Stationary position for extended periods of time.
- Constantly operate a computer.
- Occasionally you may be required to move equipment or other items up to 20 lbs.
- The ability to communicate information and ideas so others will understand.
- Must be able to exchange accurate information in these situations.
- Must be able to apply established protocols in a timely manner.
- Make timely decisions in the context of workflow.
- Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
- Ability to work effectively and efficiently in high stress situations.
- Ability to simultaneously address multiple complex problems.
Nice To Haves
- Experience in a similar role within the cybersecurity, SaaS, or technology industries.
Responsibilities
- Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle.
- Build strong relationships by understanding customer needs and showcasing success stories.
- Conduct regular reviews, including Quarterly Business Reviews (QBRs), to highlight measurable results, ROI, and alignment with customer objectives.
- Maintain proactive communication to address customer challenges and identify areas for improvement.
- Monitor customer satisfaction and identify potential risks to their success.
- Implement strategies to mitigate risks and resolve escalations effectively.
- Partner with internal teams, such as Product, Marketing, and Security Operations, to incorporate customer feedback and improve service offerings.
- Support process improvements and share best practices to enhance the overall customer experience.
- Participate in initiatives that improve team efficiency and contribute to knowledge-sharing across the organization.
Benefits
- Competitive salary with bonus potential
- Comprehensive health benefits with generous employer contributions for medical, dental, and vision
- Additional Ancillary Benefits offered at 100% employee contribution
- Unlimited PTO (Paid Time Off) policy
- Paid Parental and Military Leave
- Dental and Vision Plan
- Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage
- Additional Voluntary Life Insurance coverage
- 401(k) Plan with Matching Program
- Employee Assistance Program
- Monthly Wellness Initiatives
- Optional Pet Benefits
- Discount Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
