Senior Customer Success Manager

About the Role

We are seeking a dedicated and experienced Senior Customer Success Manager (CSM) to join our fast-growing team. As a Customer Success Manager, your role is vital in maintaining the satisfaction and success of our customers as they leverage the power of our flagship product, NodeZero. This position requires a background in cybersecurity, a customer-first mindset, and a talent for fostering strong relationships.

Responsibilities:

• Manage a portfolio of Enterprise and Strategic accounts to achieve long-term success and drive adoption of our cybersecurity solution.

• Develop a deep understanding of the NodeZero product, becoming a trusted adviser on its features and benefits.

• Develop a trusted advisor status with customers, understanding their unique cybersecurity requirements and tailoring our offerings to their needs.

• Act as a customer advocate, relaying customer feedback to our internal teams to help drive the evolution of our product and services.

• Guide clients through the onboarding process and help them understand how to extract maximum value from NodeZero.

• Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture.

• Utilize customer usage data to identify major risk, upsell opportunities, and secure annual renewals.

• Conduct regular customer success check-ins and perform in-depth quarterly business reviews to align on strategic initiatives and gain deeper executive stakeholder buy-in.

Qualifications:

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Client Services within a SaaS or cybersecurity environment.

• In-depth knowledge of cybersecurity practices and principles; possession of relevant certifications (e.g., CompTIA Security+, CISSP) is preferred.

• Strong technical expertise in information technology and cybersecurity.

• Exceptional communication, interpersonal, and customer service skills.

• Strong analytical skills with the ability to identify user trends and discern customer needs.

• Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success software (e.g., Gainsight, ClientSuccess).

• Ability to work independently and in a team, establishing successful customer-focused initiatives.

• Excellent problem-solving skills with the ability to identify issues, resolve them quickly, and prevent them from reoccurring.