Customer Success Manager

This is a Fully Remote Job About Our Client: The organization operates in the cybersecurity SaaS industry, focusing on secure mobility solutions. It addresses the challenge of protecting enterprise applications and data accessed from mobile devices by providing a virtual workspace platform that ensures zero data on endpoints and maintains personal privacy. The company is expanding into new commercial and regulated markets with significant investor backing. About the Opportunity: The CUSTOMER SUCCESS MANAGER will lead the post-sale experience for a portfolio of commercial and regulated-industry customers. This role is responsible for driving customer onboarding, adoption, renewals, and expansion to ensure long-term success and growth of deployed users. The position requires collaboration with sales, engineering, product, and support teams to establish trusted advisory relationships and foster ongoing customer partnerships. Responsibilities: Manage onboarding and adoption processes with clear success plans for each customer Own gross and net retention for assigned accounts Monitor customer health and usage to identify renewal risks and lead renewal efforts Identify and pursue opportunities for account expansion Develop relationships across multiple customer roles, including technical and executive levels Conduct quarterly business reviews demonstrating return on investment Serve as the customer advocate to product and engineering teams Collaborate with support on escalations Maintain up-to-date account plans, renewal forecasts, and customer success metrics in CRM Requirements: Minimum 5 years experience in Customer Success, Account Management, or similar post-sale B2B SaaS roles Proven success managing a book of business and exceeding retention, renewal, and expansion goals Experience handling the full customer lifecycle for enterprise or mid-market clients Comfortable presenting to technical and executive stakeholders such as Security Architects, CISOs, and CIOs Data-driven approach using health scores and KPIs to manage accounts Proficiency with Salesforce and Customer Success platforms (e.g., Planhat, Gainsight, ChurnZero, or Totango) Pay Range and Compensation Package: $160,000 to $180,000 annually, commensurate with experience, plus an annual performance bonus Benefits & Perks: Medical, dental, and vision insurance Parental leave Life and disability insurance 401(k) plan with employer matching contributions Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.