Homeoffice Customer Success Manager, Scale

About Our Client

Founded in 2018, the hiring company emerged in the wake of several high-profile data breaches. Online security has grown increasingly crucial, and the company recognizes the challenges faced by fast-growing organizations in building a solid security foundation. Inspired by the vision of restoring trust in internet businesses, the hiring company enables organizations to improve and demonstrate their security. From early automation of security monitoring for compliance standards like SOC 2, HIPAA, and ISO 27001 to developing a leading Trust Management Platform, their vision remains steadfast.

About The Role

As a Customer Success Manager, Scale, you will guide customers through their security and compliance journeys with specialized solutions at scale. The hiring company's mission is to secure the internet and protect consumer data. The team consists of kind and talented individuals with different levels of security experience. The company is now focused on providing a world-class customer experience to security-minded software companies. In this role, you will be the voice of the hiring company, responsible for assisting customers in achieving success and satisfaction.

What you’ll do as a Customer Success Manager, Scale:

• Collaborate with customers across various industries, functions, and stages of their journey in a 1:1 manner while also utilizing 1:many content.
• Empower customers to become self-sufficient champions, addressing immediate needs while focusing on long-term success, value realization, and retention.
• Monitor and prioritize your book of business based on key indicators of customer health via the designated customer success platform.
• Serve as the primary point of contact for customers and drive them toward specific business outcomes within their timelines.
• Achieve product expertise on how the platform can be used to improve security posture through compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks), Trust Reports, and Risk Management solutions.
• Provide insightful technical answers and recommend the most efficient methods for customers to achieve compliance using the platform while leveraging cross-functional resources.
• Partner with the Scale Customer Success team to co-create engagement strategies that drive impactful adoption and retention results across the customer base.
• Proactively collaborate with Account Managers by identifying at-risk accounts, providing insights, and highlighting expansion opportunities.
• Liaise with Support and Finance to facilitate resolutions for customer issues.
• Act as the voice of customers cross-functionally, delivering feedback to the Product team and broader business.

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: Exhibit a bias for action and a commitment to iterating when necessary.
• Work effectively in a highly ambiguous, ever-changing environment.
• Experience in the security or compliance industry is preferred.
• Possess clear and thoughtful communication skills, along with strong critical thinking ability.
• Demonstrate high empathy towards customers, with a proven track record of long-term customer retention.
• Experience in meeting retention targets and creating satisfied, healthy customers.
• Showcase stellar problem-solving abilities and enthusiasm for making a significant impact early on in a start-up environment.

What you can expect:

• Industry-competitive compensation
• 100% covered medical, dental, and vision benefits with dependent coverage
• 16 weeks of 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 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/bonuses, equity, medical benefits, a 401(k) plan, and other perks.