Customer Success Manager

Censys knows the internet and cloud better than anyone else. Attack Surface Management provides customers with an attacker-centric view of all externally facing internet and cloud to extend visibility, prioritize, and remediate the most critical risk exposures that will actually lead to a breach. Our daily IPv4 scans and the world’s largest SSL/TLS Certificate database enables customers with the most accurate and continuously updated attack surfaces. Enterprise security teams leverage Censys to keep pace with the speed of the business and gain an advantage on the rapidly evolving cyber-attack threats.

We are a rapidly growing cyber security startup based in Ann Arbor, Michigan with a 100% fully remote team. Our innovation is fueled by the team’s global perspectives and diverse backgrounds. We welcome healthy debate, constructive conversations, and outside-the-box thinking to ensure we are moving fast, learning things, and iterating quickly. 

We’re looking for a Customer Success Manager to support all activities related to the long term success of our customers with Censys. You will be responsible for:

• Translating business objectives into real change and ROI for the client
• Driving fast time-to-value and sustainable success by helping customers achieve a defined set of business objectives
• Guiding the customer through their decision on the renewal (by demonstrating the value the customer has achieved
• Identifying opportunities for Up-Sell and Cross-Sell

What you’ll do:

• Manage customer life cycles including onboarding, adoption, enablement, and contract renewal
• Prepare for and participate in the Sales to Post-Sales internal Hand-off meetings
• Schedule, prepare for, and lead the Kickoff Meeting for the customer
• Create a project plan leveraging CSE Integration + Architecture Planning and Coordinate with the customer to keep the plan on track
• Determine and Document Use Cases and Key Value Area and Advise Customers on how to best achieve ROI by using Censys Products
• Work to positively impact Customer Health
• Use Success Plans to define, drive, and demonstrate value to the customer
• Identify Risks in accounts and quarterback the plan to rectify problems
• Drive to alignment across multiple stakeholders at the client
• Help customers learn about new features and platform workflows
• Conduct Executive Business Reviews and guide strategic discussions on ways to drive additional value
• Identify and Manage Churn Risks
• Prepare Quotes for Customers or Partners
• Learn Renewal Process for Accounts and Communicate to relevant stakeholders to retain business
• Identify CSQL to pass to Sales
• Identify Opportunities for Sales or Marketing References
• Identify and Help Marketing with Case Study Creation
• Facilitate conversations with Customers and Product around Beta Programs, Design Partnerships, and User Testing

Skills you’ll have:

• 2+ years of experience in a Customer Success/Account Management/Professional Services role, preferably in a SaaS B2B role
• Experience with account portfolio planning and prioritization, including a proven track record of successful renewals and expansions
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills.
• Understanding of computer networking and “how the internet works.”
• Basic understanding of security and cloud technologies 
• Basic understanding of Attack Surface Management and Security Industries
• Understanding of application, server, and network security a plus
• Experience working at a startup also a plus
• A great attitude and a desire to demonstrate kindness, curiosity, and sustainable practices both internally and externally.

Our target salary range for this role is between $105,000 USD and $115,000 USD + bonus eligibility and equity.

We are located in Ann Arbor, Michigan, however we are open to hiring this position fully remote, with travel opportunities to meet customers and connect with colleagues.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they feel they meet every qualification. At Censys we are dedicated to building a diverse, inclusive, and authentic workplace - so if you're excited about this role but your past experience doesn't align perfectly with every listed requirement in the job description, we encourage you to apply anyways. You may be exactly who we need to fill this role or others! 

We value diversity and are committed to creating an inclusive environment for all employees. Censys is an equal opportunity employer.