Customer Success Manager

About Arkose Labs  

Arkose Labs is a fast-growing startup, backed by Softbank, Microsoft and Paypal, that is disrupting the fraud industry with an innovative approach that undermines the economic drivers behind fraud. The Arkose Labs Fraud and Abuse Prevention Platform combines real-time intelligence, rich analytics and adaptive step-up challenges to progressively diminish the profitability of attacks while adapting to evolving attack patterns. Arkose Labs offers the only fraud solution with a 100% SLA guarantee. The world’s largest brands trust Arkose Labs to protect their customer journey while delivering an unrivaled customer experience. 

Learn more about Arkose Labs from our innovation sandbox presentation at RSA: https://youtu.be/Fyhr_ZuveLM

Position Summary:

Your primary role on the Arkose Labs team is to partner directly with our top customers to develop a strategic direction for success. Through relationship building, value confirmation, and technical consulting, you will help customers meet their security goals and business objectives. As a Customer Success Manager, you will be responsible for enhancing the customer experience and driving business growth, ensuring high customer satisfaction and return on investment. You will be a people connector central to driving success for our customer’s security initiatives across the Arkose Labs organization through close alignment with Engineering, Data Science, and Product.

As a member of Arkose Labs, you will be an integral part of the team that delivers our patent-pending security service to our customers around the globe. You'll get to work with industry leaders and some of the smartest minds in fraud and abuse prevention, helping to make the internet a safer place every day.

Primary Responsibilities:

• Being the central contact point for the customer and cross-functional teams to encourage team and account growth
• Advocating security best practices for the customers to drive product adoption and business growth
• Identifying expansion opportunities, managing renewal risk, and guiding customers through the renewal process in partnership with sales
• Being the central point of contact for security products and leading the integrated account team to deliver customer success
• Partnering with the business to deliver consistent high quality service and keep customers engaged
• Identifying service enhancements and potential problems to ensure continuous improvements to customer security posture
• Communicating with internal, external customers and partners to share information and deliverables

Must Haves 

• Demonstrate experience with account management, customer success, and/or consulting services in a technical environment
• Have experience managing and delivering technical customer projects successfully
• Experience with enterprise technology sales, including value confirmation, scoping, and/or renewals.
• Demonstrate excellent communication and presentation skills and an ability to build trusting relationships with customers
• Have knowledge of web security, application analytics, including technologies such as HTTP, HTML, JavaScript
• Have a basic understanding of development and web infrastructure operations
• Demonstrated experience providing Level I & II technical support 
• Ability to quickly learn and support new technologies
• Prior experience in a customer-facing role preferably within a SaaS organization 
• Self-motivated with demonstrated problem-solving skills
• Strong attention to detail 
• Team player, willing to learn, research and teach others
• Excellent written and verbal communication skills
• Strong work ethic, professional integrity, and customer focus with a winning attitude!

Nice to Haves

• Have 8+ years of relevant experience 
• Bachelor's degree in Computer Science, MIS, Engineering, or its equivalent
• Background in customer-facing cybersecurity

Why Arkose Labs?

Join an early stage, fast growing startup with pioneering technology built by passionate and ambitious people. 

Work with some of the biggest names in the market, such as Microsoft, Paypal, EA, Github, Twitch, Roblox, Twilio, and Minecraft! 

We value your unique contributions, perspectives, and experiences. Be part of a diverse and high performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.

We value:

• People - independent thinkers making data-driven decisions and taking project ownership
• Teamwork - building trust, respect, and integrity to openly communicate and constructively challenge one another
• Customer Focus - customer empathy and problem-solving obsession
• Execution - actions with precision, professionalism, and urgency
• Security -  our lens for implementing processes, procedures, and programs

Benefits:

• We provide home office setup assistance to optimize your remote working experience

Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.

All employees of Arkose Labs are required to comply with its COVID-19 Vaccination Policy, which includes individual vaccination requirements for U.S. in-office attendance and/or travel to any U.S. company-sponsored events. If any travel or in-office attendance is a required part of the position to which you are applying, you may be required to provide evidence of your vaccinated status as a condition of accepting employment with Arkose Labs.