Enterprise Customer Success Manager

Invicti Security • Austin, TX

11h • Hybrid

About The Position

Our Enterprise Customer Success Manager role is a fantastic opportunity for you if you are a customer-focused professional with at least 5+ years of SaaS Customer Success or Account Management experience. You're the epitome of a self-starter who will go to great lengths in order to maintain the absolute highest levels of satisfaction among Invicti's customer base. Your thrill of working within fast-paced environments only adds to your ability to exercise your strategic mindset. Because of you, all clients in your portfolio consistently realize the value of their investment, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.

Requirements

• If located in Austin, you need to be available to go into the office two days per week
• A minimum of 5+ years of experience within a Customer Success, Account Management, or SaaS Sales role
• Experience building relationships with enterprise-level clients
• Familiarity with managing customer renewals and upsells
• Strong presentation, meeting facilitation, and written communication skills
• Excellent time management and organizational skills with the ability to track numerous details
• Desire to work in a dynamic start-up in which your input is encouraged in order to help craft offerings and interaction with clients
• Willingness to travel to customer locations

Nice To Haves

• Experience in cybersecurity, application security, or DevSecOps
• Familiarity with DAST, SAST, SCA, or other AppSec tools
• Experience working with channel partners or resellers
• Knowledge of the enterprise procurement and legal review process
• Experience using Salesforce
• Background in conducting technical demos or product walkthroughs
• Experience working with large, complex enterprise accounts ($100K+ ACV)

Responsibilities

• Leading all post-sales activities for Invicti's customers through strong relationship-building, product knowledge, planning, and execution
• Acting as the voice of the customer
• Working cross-functionally with Sales, Marketing, Product, Engineering, and Development Teams to ensure consistent and strong customer messages are embedded within everything we do
• Retaining long-term partnerships by independently renewing and expanding successful customers
• Dominating quarterly metrics concerning customer retention, price increase, and upselling
• Establishing and overseeing customer adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Conducting Quarterly Business Reviews in order to drive positive customer outcomes
• Independent analysis of data in order to discover insights that drive recommendations for clients
• Tracking accounts to identify churn risks and working proactively to mitigate such risks
• Taking on evolving duties and special projects that align with the shifting priorities of the Customer Success Department
• Own the full customer lifecycle for a portfolio of enterprise accounts, from onboarding through renewal and expansion
• Serve as the primary point of contact and trusted advisor for assigned accounts, building deep relationships across multiple stakeholders
• Drive product adoption by proactively identifying underutilized features and working with customers to maximize the value of their investment
• Lead Quarterly Business Reviews to assess progress, share product updates, and align on upcoming priorities
• Monitor account health and proactively identify and mitigate churn risks before they escalate
• Collaborate closely with Sales to identify and execute upsell and expansion opportunities within existing accounts
• Partner with Product and Engineering to surface customer feedback, advocate for product improvements, and close the loop with customers on feature requests
• Maintain accurate and up-to-date account records including renewal timelines, stakeholder mapping, and next steps in Salesforce

Benefits

• Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective on your first day.
• Employee Assistance Program: Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care,Financial & Legal Support, Wellness Coaching, New Parent Support and more
• Parental Leave: 16 week paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent
• 401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting
• Hybrid or Remote Working: If you are local to one of our office locations, you can work a hybrid office/home schedule
• Discretionary Time Off: Take time away from work when you need it (subject to manager approval). No accruals, no fixed allocation of vacation days.
• Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
• Volunteerism Time Off : 5 days of paid time off each year to participate in the volunteer activities of your choice
• Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth

What This Job Offers

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