The Customer Success Manager (West Coast) will be responsible for supporting customer implementations and ongoing usage of our platform. From fast-growing startups to Fortune 500 companies, you'll be the point person that helps companies build and execute successful vendor risk management programs.
Responsibilities:
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Develop vendor risk management implementation plans in collaboration with customers
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Track program milestones to ensure customer success and ongoing platform engagement
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Host training webinars regularly
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Build support documentation and guides
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Stay abreast of industry security trends around vendor risk management
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Proactively communicate with clients as needed via in-person meeting, webinar, phone, or email
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Partner with Sales team on account renewals
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Log client requests for product enhancements and partner with Technical Product Management teams to prioritize and deliver
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Visit customers on the East Coast as necessary for implementation / training or support
What we look for in all team members:
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Self-starters: Are you customer focused, do you execute well, and do you have a sense of urgency? We are all here to support our customers and help them make better decisions by using data. Do you take ownership and pride in your work?
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Analytical: Numbers matter. Can you build and present a case by being pragmatic? Are you passionate about how we can help reduce cyber incidents for our clients?
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Technology natives: We are helping to save time and improve outcomes through artificial intelligence. Are you comfortable using technology? Talking to engineers?
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Team player: We are growing. Can you mentor less experienced team members? More experienced team members? Do you set context extraordinary well when you communicate? Do you want to be part of a culture where you will hold yourself accountable to the question – did I do my best every day and on every project, while contributing to our clients?
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Performance task: Do you shine in your interview by demonstrating sample work that you have done in the past and relates to the role you are applying for?
Qualifications
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Minimum 3 years experience in Customer Service or Account Management role preferably as part of a SaaS solution
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Current enterprise cyber security industry experience preferred but not required
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Experience managing customer implementation and building documentation
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Track record of giving customers a great experience
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Entrepreneurial spirit / Self-starter with time management, planning, and organization skills
- Strong written and verbal communication skills
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Strong presentation skills
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Ability to travel
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Bachelor’s degree or equivalent experience required
Compensation
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Competitive base salary and commission compensation with potential ownership