Lead Customer Success Manager

About Blumira and Our Culture

By making detection and response rapid, simple, and affordable, we can help organizations of all sizes - especially small and medium-sized businesses - which have been neglected, priced-out, or, simply—failed—by existing solutions. In helping them, we help their customers, and, overall, make the Internet a safer place. We have a platform, a vision, and a team that can turn the tide. To realize our vision, we're looking for inquisitive and driven teammates, like you! Be part of a friendly and supportive team that embraces who you are and offers you the opportunity to help build and scale the Ann Arbor tech security scene and to learn and grow with experienced SaaS security leaders. You will have the ability to make a big impact in the initial build of Blumira’s CX organization and take Blumira to the next level!

About the Opportunity

We are searching for a Customer Success Management (CSM) Lead to join our Customer Experience (CX) team. As our CSM Lead, you will act as both a player and, eventually, a coach. To begin, you will help our customers onboard with Blumira, ensure that they continually achieve their security goals with us throughout their subscription, and help us build out a strategy for Customer Success (CS) at Blumira. The goal is to build a foundation for CS team success at Blumira and to eventually hire and lead new CSMs as business growth warrants the expansion of our team.

Role Expectations 

As a CSM Lead, you will work alongside your CX colleagues to proactively set up customers for long-term success with Blumira. You’ll achieve this by doing the following:

• Collaborating with Sales, Solutions Architects, and Support to ensure that customers transition smoothly from the trial phase through the implementation phase and into ongoing training and support
• Understanding what customers hope to achieve by using Blumira and then training them on the product in such a way that they’re set up to achieve their goals
• Providing customers with the best possible interactions with Blumira, from scheduling their initial onboarding session, to checking in with them throughout the year, and advocating for any product enhancements they may have
• Training our customers and helping them deepen their security expertise and improve their security posture
• Nurturing customers throughout their lifecycle to help them further adopt our product and leverage it in accordance with their business goals
• Developing a relationship with customers that inspires them to become Blumira evangelists
• Partnering with leadership to establish a long-term team strategy
• Contributing to team process improvement and documentation
• Meticulously documenting interactions with customers to ensure that we never miss an opportunity to wow them with our efficiency, accuracy, and expertise

About You

• 5+ years of experience in Customer Experience
• 2+ experience helping develop/shape a CSM function
• Experience in cybersecurity
• Experience in a startup environment
• Experience using CS tools (e.g., Totango, Vitally, ChurnZero, Gainsight)
• Strong training/teaching skills
• Excellent customer service and communication skills, including the ability to tailor your communication to meet the needs of a variety of personality types
• Strong organizational skills (we love a Type A personality!)
• Ability to self motivate and self educate while remaining collaborative and open to feedback
• Knowledge of competing products is a plus

Perks and Benefits: 

• Competitive compensation and stock equity plan
• Unlimited PTO
• A flexible work environment that supports working from home with a monthly stipend
• Comprehensive benefits package that includes medical, dental, vision, and life insurance, as well as a company sponsored pre-tax retirement savings program

Salary: $95-115K

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Blumira is an inclusive employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.