Scaled Customer Success Manager

Who We Are

Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.

The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list. If our mission resonates with you, let’s talk.

What We Believe In

- Do what’s right for the customer

- Be kind and authentic

- Deliver great quality

- Be relentless

Challenges You Will Solve

We are seeking a proactive and customer-focused Scaled Customer Success Manager (CSM) to join our pooled team. In this role, you will be instrumental in helping customers optimize their use of the Red Canary portal, ensuring they successfully adopt the products they have purchased and fully understand the resources available to them. As a key security ally, you will work out of a shared ticketing queue to provide exceptional support and guidance to a diverse customer base.

What You'll Do

• Manage incoming requests through a shared ticketing system, ensuring timely and efficient responses.
• Troubleshoot issues related to product usage and provide actionable solutions.
• Offer guidance on best practices for leveraging the Red Canary portal to achieve customer objectives.
• Conduct proactive outreach to ensure customers are adopting and utilizing their purchased products effectively.
• Assist customers in configuring their Red Canary portal to align with their security needs and goals.
• Identify opportunities for customers to derive additional value from the platform.
• Empower customers with knowledge by highlighting available resources such as documentation, training sessions, and community forums.
• Act as a trusted security ally, ensuring customers feel supported and confident in using Red Canary as a part of their security strategy.
• Work closely with other CSMs in the pooled team to manage queue priorities and share insights on customer needs.
• Partner with cross-functional teams such as Product, Support, and Sales to ensure seamless customer experiences.

What You'll Bring

• 2+ years in a Customer Success, Technical Account Management, or similar role, preferably in a security-related industry.
• Experience designing and implementing infrastructure initiatives with a familiarity of security technologies.
• Proven experience with Zendesk, or similar service and support platform, for customer service management and reporting.
• Strong commitment to delivering an exceptional customer experience.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Proactive approach to identifying issues and delivering practical solutions.
• Collaborative spirit with the ability to thrive in a pooled team environment.

Base salary for this role is $75,040 - $80,000 per year, plus commission for total estimated on-target earnings of $93,800 - $100,000. 

This role is eligible for a grant of stock options, subject to the approval of the company's board of directors.

Application Deadline: January 17, 2025

Why Red Canary?

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:

https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2025BenefitsSummary.pdf?version=0

Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.