Senior Customer Success Manager

Challenges You Will Solve

An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.

What You'll Do

• Act as a trusted partner on product functionality for your customers
• Build strong customer relationships and deliver customer-centric solutions
• Maintain accurate account information to ensure seamless communication between internal teams regarding customer happiness
• Anticipate and adopt new technology and apply new features to educate customers
• Develop and update standard methodology knowledge base and blog posts
• Hold self and others accountable to meet commitments to customers. 
• Guide customers through onboarding, adoption, optimization and renewal of Red Canary
• Act as an internal advocate for customers to achieve their security outcomes
• Achieve net retention targets for accounts assigned 
• Train and mentor team members 
• Create and fine tune processes for CSM team
• Create collateral for CSM leverage
• Strategically provide feedback to improve the overarching customer success program

What You'll Bring

• 4+ years experience in Account Management or Customer Success role, preferably at a SaaS company
• 2+ years of information security experience required
• Willingness to “do a little more” to exceed customer’s expectations 
• Ability to effectively prioritize and advance customer issues to the appropriate internal teams
• A listener first, adept at working across internal and external teams with competing priorities 
• Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists 
• Ability to push back on customers when in their best interest; comfortable with difficult conversations 
• Strong written and oral communication skills with proven ability to initiate and build relationships via phone
• Ability to collaborate across departments to achieve customer results
• Creative problem-solving skills

Compensation range is $112,480 - $128,000 base salary, with commission for an estimated on-target earnings of $140,600 - $160,000, plus equity.

Application Deadline: October 30, 2024