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About the Role
In this role, you will be responsible for:
● Relationship Management:
Develop and maintain strong, long-lasting relationships with key stakeholders,
including technical teams, project managers, and C-level executives.
Orchestrate key touchpoints with customers from weekly status meetings to
Executive Business Reviews
Act as the primary point of contact for customers, addressing inquiries, resolving
issues, and proactively identifying opportunities for improvement.
● Product Expertise:
Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage
Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products.
● Domain Expertise:
Stay up-to-date with the latest trends, like-technologies and happenings across
cyber security
Be viewed as a trusted advisor with customers. Be the go-to partner for your set of
● Customer Advocacy:
Advocate for customer needs and feedback within the organization to drive product enhancements and improvements.
Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success.
● Risk Mitigation:
proactively to address them before they escalate.
Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn.
● Performance Metrics:
Establish and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities.
The skills you’ll bring include:
3+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company – ideally cyber security – where you developed strategies and plans on assigned accounts to fully leverage technology solutions.
Strong understanding of technical concepts and experience advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI)
Excellent interpersonal and communication skills.
Problem-solving mentality with the ability to navigate complex situations.
● Familiarity with customer success platforms and tools is a plus
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