Senior Customer Success Manager (Cybersecurity)

The Brinqa Senior Customer Success Manager (CSM) is responsible for being the primary point of contact for Brinqa's customers, ensuring their success and satisfaction with the company's products. The CSM acts as a trusted advisor and partner to customers, providing guidance and strategies to optimize product utilization, adoption, and expansion. They also play a crucial role in identifying upsell opportunities and new use cases. Additionally, the CSM represents the customers' needs and experiences within the organization, driving resolution of production issues and continuously improving the customers' experience with Brinqa.

• Be the primary post-sales point of contact for Brinqa's customers
• Act as a customer advocate within Brinqa, ensuring cross-functional alignment with customer goals and expectations
• Identify risks early and take proper remedial action
• Ensure maximum value is derived from the relationship between the customer and Brinqa
• Partner with Customer Success Engineers (CSE) for advanced technical issues
• Have full responsibility for the customer, post-sales
• Serve as the customer's trusted advisor and partner
• Regularly communicate with assigned customer accounts to provide guidance and strategies for optimizing product utilization, adoption, and expansion
• Upsell features to support ongoing utilization and be responsible for expansion and renewals on customer accounts
• Contribute to identifying upsell opportunities and new use cases
• Provide feedback to internal teams (Sales, Product, Engineering, etc.) regarding customer needs, issues, and requirements
• Represent customers' views, concerns, requests, requirements, and experience throughout the organization
• Have a full understanding of Brinqa's products and features to ensure customers know they are in good hands with the best solution
• Understand customer's business objectives and provide recommendations and solutions to achieve success
• Drive resolution of production issues and focus on escalations, strategy sessions, and knowledge sharing
• Continuously learn new and existing systems to provide the best solutions, strategies, and training to customers and internal team members
• Lead outreach and nurture campaigns for assigned accounts, focusing on regular engagement and visibility into each project
• Ensure high customer satisfaction and reference-ability of accounts
• Act on survey feedback from customers to improve their experience with Brinqa

• 7+ years experience in a customer-facing role in an early- to mid-stage Enterprise SaaS company, preferably in cybersecurity
• 5+ years experience in customer success
• Prior hands-on experience in a technical role, preferably in Sales Engineering, Project/Program Management, Customer Support, or Professional Services
• Experience with technologically complex accounts and/or enterprise market customers
• Strong customer-facing experience with exceptional relationship- and trust-building skills
• Demonstrated ability to understand business drivers and develop a well-articulated plan to deliver value in the shortest time
• Ability to manage multiple accounts and work with internal and external stakeholders to deliver results
• A strategic, innovative thinker with excellent interpersonal communications, written communication, and presentation skills

• Competitive pay and stock options
• Multiple healthcare benefit packages
• Dental and vision insurance
• Life insurance
• Short Term and Long Term Disability
• 401K with employer matching
• Paid time off (PTO) along with federally recognized holiday schedule