About the job
About Our Client
Founded in 2018 in the wake of several high-profile data breaches, the company recognized the growing necessity of online security. Understanding the challenges fast-growing companies face in building solid security foundations, the organization was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From early days automating security monitoring for compliance standards to creating a leading Trust Management Platform, the vision remains unchanged.
About The Role
As a Customer Success Manager within the Customer Success Advisory team, you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys with specialized solutions. Working closely with your team, you will engage with customers through a combination of proactive email outreach, calls, and collaborative use of a shared inbox. Your mission is to ensure the retention and satisfaction of customers by providing world-class customer service at scale, driving customer health, and maintaining a thriving book of business.
The mission of the hiring company is to secure the internet and protect consumer data. They empower companies to continuously monitor and improve their security posture, proving their compliance with ease. The team is made up of talented individuals, many of whom have thrived without prior security experience. There is a dedication to providing an inclusive work environment and solving complex security challenges for customers.
Our client's success over the last year was exponential, and efforts are now focused on solving the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As a Customer Success Manager within the Customer Success Advisory, you will be the voice of the organization, responsible for helping keep customers moving toward their goals and ultimately ensuring their success and happiness.
What you’ll do
- Serve as a key advisor to a broad range of customers across different industries, roles, and stages of their journey, using a blend of 1:1 and 1:many approaches to maximize impact and engagement.
- Leverage email campaigns, calls, and a shared inbox to anticipate and address customer needs, ensuring they remain on track to achieve their security and compliance goals.
- Enable customers to become self-sufficient advocates by guiding them through immediate challenges while setting them up for long-term success, value realization, and retention.
- Utilize a customer success platform to track and prioritize customer health indicators across your book of business, making data-driven decisions to enhance customer outcomes.
- Develop a deep understanding of the company's platform and its applications, advising customers on how to optimize their use of compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, Custom Frameworks), Trust Reports, and Risk Management solutions.
- Partner closely with your team to co-develop and execute strategies that drive customer engagement, adoption, and retention across the entire customer base.
- Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities.
- Coordinate with Support and Finance to efficiently resolve customer issues, ensuring a seamless and positive experience.
- Act as a customer advocate, channeling feedback and insights to the Product team and broader organization to drive continuous improvement.
How to be successful in this role
- Have 2+ years of experience in Customer Success at a SaaS company.
- Background in managing a large book of business at scale.
- Willingness to collaborate with others and drive mutually beneficial outcomes.
- Self-motivated and curious: Bias for action and committed to iterating when necessary.
- Work effectively in a highly ambiguous, ever-changing environment.
- Experience working in the security or compliance industry is preferred.
- Possess clear and thoughtful communication skills, with strong critical thinking ability.
- Be highly empathetic to customers, with a proven track record of long-term customer retention.
- Experience with hitting retention targets and creating happy, healthy customers.
- Have stellar problem-solving skills, and an enthusiasm for making a large impact early on at a start-up.
What you can expect
- Industry-competitive compensation.
- 100% covered medical, dental, and vision benefits with dependents coverage.
- 16 weeks fully-paid parental leave for all new parents.
- Health & wellness and remote workplace stipends.
- 401(k) matching.
- Flexible work hours and location.
- Open PTO policy.
- 9 paid holidays in the US.
- Offices in multiple locations including SF, NYC, Dublin, and Sydney.
Salary Range
The salary or OTE range for this position is $113,000 - $133,000. This role may also be eligible for commissions/bonus, equity, medical benefits, 401(k) plan, and other company benefit programs.
