Customer Success Manager (Japan)

Customer Success Manager (Japan)

About SecurityScorecard:

Funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV, Riverwood Capital, and others with over $290 million in funding, SecurityScorecard is the global leader in cybersecurity ratings and the only service with over 12M+ companies continuously rated. Founded in 2013 by security and risk experts Dr. Aleksandr Yampolskiy and Sam Kassoumeh, SecurityScorecard’s patented rating technology is used by over 16,000 organizations for enterprise risk management, third-party risk management, board reporting, due diligence, and cyber insurance underwriting. This is done by measuring your and your vendors' cyber-health by assigning a security rating of "A" through "F" based on outside-in, non-intrusive data. SecurityScorecard continues to make the world a safer place by transforming the way companies understand, improve and communicate cybersecurity risk to their boards, employees, and vendors.

SecurityScorecard is headquartered in NYC with over 500+ employees globally. Our culture has helped us be recognized by Inc Magazine as a "Best Workplace," "Best Places to Work in NYC" by Crain's NY, and one of the 10 hottest SaaS startups in NY for two years in a row.

Why join SecurityScorecard’s Customer Success Team?

The SecurityScorecard Customer Success team is empowered by the company to help guide customers to get the most out of our great products and services. We define our Customer Success strategies, priorities and go-to-market techniques. We blaze new trails in cybersecurity thought leadership using our cybersecurity ratings and cybersecurity insights. We are a proactive CSM team that is customer centric, uses a team approach and represents the voice of the customer every day.

About The Role:
The Customer Success Manager will help our customers transform the way they assess security risk. The SecurityScorecard Customer Success team not only manages relationships and delights customers — they also understand our customers’ organizational goals and unique challenges to help them operationalize our platform and become more secure.

In this role, you'll own and manage customer relationships, ensuring their happiness and communicating the value of our product to drive deeper, more robust engagement. You will apply your understanding of cybersecurity, third-party risk, our products, our services, and best practices to proactively support and guide our customers. 

What You’ll Achieve

• Manage a portfolio of commercial and enterprise customers as they improve their risk program through SecurityScorecard.
• Design success for a portfolio of customers throughout their lifecycle. Guide your customers down the path of success from onboarding and implementation to renewal and upsell; help customers  to reach their business objectives and operational goals.
• Lead strategic conversations with customers to align our platform as a solution to their business challenges and goals with the intent to renew and expand the partnership.
• Serve as a confident subject matter expert on the SecurityScorecard platform and the cybersecurity and third-party risk management industries.
• Manage the gross and net retention of your portfolio, including forecasting, collaborating with regional account teams and efficient execution.
• Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices. Support fellow CSMs in solving new challenges across customers.
• Model world class customer care and be an advocate for the voice of the customer in product and services design and deployment.

The ideal candidate will have

• Knowledge of the tenets of Third Party Risk Management programs and cybersecurity domain experience
• Bachelor's degree
• 3+ years of experience supporting B2B customers in a SaaS organization as a customer success manager, technical account manager or similar customer-facing role.
• 5+ years total professional experience
• Native speaker or proficient [Japanese and English]
  

Additional Qualifications

• Experience navigating commercial organizations of different sizes
• Demonstrated success developing strong customer relationships
• Proven success in new customer kickoffs, ensuring renewals, and expanding annual recurring revenue (ARR) through up-selling, and cross-selling current clients
  

Key Traits

• Deep customer empathy
• Strong abilities in project management and balancing critical delivery tasks
• Technical aptitude, judgment and critical decision making
• Consultative; ability and desire to drive value for customers based on unique needs
• Collaborative; partner across functions
• Proactive; ability to anticipate customer needs and have solutions ready when they are
• Intellectually curious; driven to expand cybersecurity domain and professional expertise
• Responsive and adaptive to changing situations
• Metrics driven; ability to translate customer needs into achievable goals and operate well in a data driven environment
  

Benefits

We offer a competitive salary, stock options, a comprehensive benefits package, including health insurance, unlimited PTO, and much more!

SecurityScorecard embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skillsets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.