Customer Success Account Manager

We are a leading cybersecurity company with multiple offices (San Francisco and Redwood City, CA; Herndon, VA; and Washington, D.C.) working to fundamentally disrupt the way organizations deliver and access the web, as well as conduct digital investigations. The world’s most at-risk organizations rely on Authentic8 to completely eliminate the risk of using the web. More than 700 government agencies and commercial enterprises trust Authentic8’s 100% cloud-native, Silo Web Isolation Platform to protect their most at-risk data and missions. Silo is designed ground-up with zero-trust principles, delivered via globally-scaled infrastructure, and configurable to solve a wide range of security challenges. Our flagship product, Silo for Research, is the market-leading solution for conducting secure and anonymous digital investigations and intelligence work across the surface, deep and dark web.

We have an immediate opening for a Client Success Manager. In this role, you will ​​manage the portfolio of Authentic8 customers’ contracts and solutions to ensure mission success and relationship with Authentic8. You are ultimately responsible for the complete post-sales lifecycle of Authentic8 customers, and through your partnership, customers will derive maximum value from their investments. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across Authentic8 to accelerate the adoption and expansion of the Authentic8 platform.

Responsibilities

• Act as an intermediary between the customer’s requirements and Authentic8 functions
• Lead customer communications regarding: renewal, quoting, escalation, quarterly business review
• Work with deployment/support teams to ensure successful deployment, provisioning and usage
• Understand customer’s mission and objectives while working to ensure that product configuration, analyst competence, product functionality meet or exceed requirements.
• With Authentic8 management and customer influencers, develop materials for and conduct regular business reviews
• Identify satisfaction issues, user opportunities, service enhancements, or other signals from the customer to support new business development and secure contract renewals
• Eager to contribute beyond your role and lead strategic initiatives to improve the customer experience with Authentic8
• Quarterback cross functional engagement to drive resolutions/successful outcomes on troubled account
• Help craft strategy for engagement model for different customer segments (SMB, MM, Enterprise)

Skills

• Experience working in a SaaS environment in the Client/Relationship management capacity
• Has an ability to understand clients needs and demonstrate resolutions
• Strong work ethic
• Practical experience in relationship and project management, intelligence, sales, marketing and customer service. 
• Strong written and verbal communication skills, take the initiative, develop creative solutions and drive opportunities for growth.
• Comfortable working in a remote work environment as needed
• Preferred: Experience in sales consulting 
• Desired: Management of consulting services and multiple, billable client engagements.

Qualifications:

• Bachelor's degree and a minimum of 2 years of experience working in Client Success
• Competence with SFDC
• Client Success/Relationship Management experience
• SaaS background

Salary Range

• $70,000 - $85,000 + Commission & Equity

Authentic8 Core Values & Principles:

Integrity: We apply our best efforts. We are honest with and accountable to others.

Mission-Focused: We clearly define and communicate our goals and do not stray in the pursuit of our objective.

Respect: We value and respect the ideas and experience our diverse backgrounds bring us. Positive consideration of differing viewpoints makes us stronger.

We are collaborative: We recognize the best work is the product of teams. We must each be reliable and expect to rely on others.

We are transparent: By operating with common information and understanding we ensure that we are aligned.

We find innovative solutions: We seek innovative solutions not as a buzzword but as a means to solve difficult problems with zeal, efficiency and quality.

We take ownership: We are responsible for our actions, our reputation and our business. 

Authentic8 offers competitive benefits, including medical, dental and vision, flexible PTO, a 401k program and stock options.

It is the policy of Authentic8 to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.