Customer Success Manager
About the Role
The Customer Success Manager drives engagement with high-profile enterprise clients, primarily within the United States market. Working remotely on the East Coast and reporting to the Head of Customer Success, US, this full-time role executes outcomes based on defined success criteria, acts as a trusted partner, and delivers high-quality user experiences to foster long-term relationships. Primary metrics include Gross Retention Rate (GRR), Net Retention Rate (NRR), and Net Promoter Score (NPS). Role Location and Schedule Employment type: Full time Location: Remote (East Coast, United States)
Key Responsibilities
Guide new customers efficiently through their onboarding and lifecycle journey. Build and nurture relationships of trust with executive buyers, senior stakeholders, platform administrators, and core users. Design and execute engagement plans aligned with customer objectives and measurable outcomes. Analyze usage data to identify trends and potential issues, utilizing analytics tools such as Tableau. Address customer inquiries promptly and proactively identify and mitigate risks to customer satisfaction. Coordinate with internal teams, including Product, Sales, Support, and Marketing, to resolve customer issues and ensure a seamless experience. Schedule and conduct regular check-in meetings and Executive Business Reviews (EBRs). Maintain accurate and current documentation on customer health within systems such as HubSpot and ChurnZero. Gather actionable feedback from customers to support product improvement. Communicate the value and business benefits of the platform to address customer challenges. Identify and capitalize on expansion opportunities, including upselling and cross-selling.
Required Qualifications
Understanding of the Software as a Service (SaaS) model and customer success principles. Proficiency in cybersecurity fundamentals, including penetration testing and cyberdefense skills. Ability to navigate difficult conversations with customers and internal leadership. Skilled in handling objections and addressing challenges during the sales process. Demonstrated comfort owning revenue retention metrics to drive business growth. Ability to collaborate effectively with multiple internal cross-functional stakeholders.
Preferred Qualifications
Previous experience in a Customer Success role. Experience supporting enterprise customers in United States markets.
Compensation and Benefits
Annual base compensation of $90,000 to $120,000 gross, plus a 20% bonus. Health coverage, including medical, dental, and vision insurance. 401(k) retirement plan with employer matching. Life and AD&D insurance, supplemental life insurance, and short-term and long-term disability coverage. Healthcare and dependent care flexible spending accounts (FSA). Paid parental leave for maternity and paternity. Paid time off. Home office allowance and equipment support. Professional development budget for training and conferences. Equal Opportunity and Legal Notices The organization is committed to fostering a diverse, inclusive, and equitable workplace where all employment decisions are made based on merit, skills, and qualifications. Applications are considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The organization participates in E-Verify.