Customer Success Manager

• Guide our customers on their SaaS Security Program journey, ensuring seamless solution adoption and long-term success. 
• Deliver technical support and guidance, particularly within the security domain, to address customers’ needs and foster long-term satisfaction.
• Facilitate cross-functional collaboration with Product, Engineering, Marketing, and Partner teams, providing customer insights to enhance and refine our product.
• Lead discussions with customer executives, demonstrating a clear understanding of their business needs and security goals.
• Track and drive customer success metrics such as Customer Satisfaction, Retention, Renewal, Expansion and Net Promoter Scores (NPS).

• Customer Success Expertise: Proven experience in customer success management, especially in onboarding, adoption, and account expansion, 3 years minimum in Customer Success. This role is not for someone who wants to move into Customer Success. 
• Security Knowledge: Deep understanding of the security domain, with the ability to translate complex security concepts for customer stakeholders.
• Technical Proficiency: Familiarity with API functions to troubleshoot or guide customers on integration needs.
• Communication Skills: Comfort engaging with both technical and executive audiences, adapting your message effectively across roles.
• Cross-Functional Collaboration: Ability to work closely with various internal teams, gathering and sharing customer feedback that aligns with our business goals.
• Passion: A passionate individual who’s customer obsessed  and a “can-do” attitude in a fast paced environment that is constantly changing. 

Preferred Plus Skills:

• Knowledge of emerging trends within the security technology landscape.
• Experience in supporting customers across various segments and industry types.
• Background in a SaaS environment, especially with security-focused products.