Enterprise Customer Success Manager

Invicti Security•Austin, TX

11d•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. Delivering the industry’s most accurate application security platform, Invicti Security has been transforming the way web applications are secured for nearly 20 years. Recognized as a leader in Application Security Testing and a DAST Innovator by Latio , Invicti enables organizations to continuously scan and secure their web apps and APIs with the rigor of runtime testing and the speed of constant innovation. Headquartered in Austin, Texas, Invicti serves more than 3,600 organizations worldwide. Invicti serves more than 3,600 organizations worldwide. To learn more, visit Invicti.com or follow us on LinkedIn .

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

100% of employee health care, vision and dental premium costs covered
75% of dependent health care premium cost covered
50% of dependent vision/dental premium cost covered
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)
16 week paid leave for birthing parent recovery
4 week paid leave for non-birthing/bonding parent
50% up to 6% company match with 100% annual cliff vesting on 401(k) Savings Plan
Hybrid or Remote Working (if local to an office location)
Discretionary Time Off (subject to manager approval)
Quarterly Thrive-Wellness Days (one extra vacation day per quarter)
5 days of paid time off each year for volunteer activities
Ongoing recognition & rewards
A Culture that emphasizes personal and professional growth
Competitive compensation
Meaningful benefits
Opportunities for recognition and development