Senior Customer Success Manager

SecurityScorecard•New York, NY

5h•$160,000 - $200,000

About The Position

The SecurityScorecard Customer Success team is empowered by the company to help guide customers to get the most out of our platform. We define our Customer Success strategies, priorities, and go-to-market techniques. We lead with a customer-centric mindset, use a collaborative team approach, and represent the voice of the customer every day. Our team not only manages relationships and ensures customer satisfaction — we also understand our customers’ strategic goals and challenges, helping them operationalize our platform to maximize business value. The Senior Customer Success Manager will play a key role in helping our customers transform the way they manage cybersecurity risk. In this role, you’ll own and manage a portfolio of customer relationships across industries, ensuring satisfaction and long-term value through strategic engagement. You’ll apply your understanding of cybersecurity practices, third-party risk, our platform, and proactive customer success methodologies to deepen relationships, expand usage, and grow revenue.

Requirements

Bachelor’s degree
7+ years in account management, customer success, technical account management, or a similar customer-facing role
Strong written and verbal communication skills combined with meticulous organizational skill
Solid understanding of cybersecurity or third-party risk management practices, cyber insurance experience preferred, coupled with strong technical aptitude and the ability to quickly grasp platform capabilities from the customer’s perspective to drive business impact.

Nice To Haves

Proven success developing and expanding relationships with customer stakeholders, including executives
Experience leading strategic account planning, QBRs, upsell/cross-sell initiatives and renewals.
Ability to proactively identify customer needs and drive outcomes aligned with their business goals
Demonstrated ability to grow annual recurring revenue (ARR) through consultative account management

Responsibilities

Drive the organization's strategy and tactical execution, aligning customer conversations to their cybersecurity and risk management objectives.
Act as a trusted advisor and subject matter expert in the SecurityScorecard platform and cybersecurity risk domains.
Drive retention and expansion within your account portfolio, including accurate forecasting and close collaboration with internal sales teams.
Identify opportunities to increase customer value through platform adoption, new use cases, and expanded engagement.
Collaborate with CS and Sales leadership to improve the customer journey and refine tools, templates, and best practices.
Share insights and solutions with peers to tackle new customer challenges and drive collective team success.
Represent the voice of the customer in product feedback and service delivery discussions.
Build and nurture relationships across the entire client organization, from daily users to C-suite, in 1:1 and group settings, facilitating executive-level connections to foster account growth.