Senior Customer Success Lead
August 22
🏡 Remote – New York
Description
• Become the primary point of contact for assigned customers, building strong relationships and gaining a deep understanding of their goals and objectives. • Act as a trusted advisor, providing guidance and best practices throughout the customer journey with our products or services. • Build executive relationships with the client, understanding the needs of the CISO as well as the daily points of contact • Collaborate seamlessly with cross-functional teams, including Sales, Product, and Engineering, to facilitate a smooth onboarding, implementation, and ongoing support process for customers. • Proactively conduct regular check-ins and outreach to gain insights into customer needs, promptly address any issues, and identify opportunities for upselling or expansion. • Deliver training sessions and engaging product demonstrations to customers, empowering them to effectively leverage our offerings and maximize their value. • Take charge of troubleshooting and resolving complex issues, coordinating with internal teams as necessary, and ensuring timely resolutions to customer inquiries. • Solicit and analyze customer feedback and usage data to identify trends, uncover valuable insights, and recommend improvements or new features that will enhance the overall customer experience. • Keep a vigilant eye on customer health metrics, taking proactive measures to mitigate risks, prevent churn, and foster customer success. • Stay updated on industry trends, product updates, and emerging technologies to provide customers with up-to-date guidance and solutions.
Requirements
• 10+ Years of experience in Cybersecurity, ideally with program oversight and management experience • US Citizenship required • Experience engaging with cybersecurity leadership to diagnose service outcomes • Strong understanding of Security Operations, vulnerability management, and relevant cybersecurity KPIs • Experience with pre-sales or post-sales support of a technology product or service • Experience translating technical requirements to business objectives • Average of 20% Travel annually - must be comfortable traveling on occasion based on customer
Benefits
• 401(k), including an employer match of 100% of the first 3% contributed and 50% of the next 2% contributed • Medical, Dental, and Vision Insurance (available on the 1st day of the month following your first day of employment) • Group Term Life, Short-Term Disability, Long-Term Disability • Voluntary Life, Hospital Indemnity, Accident, and/or Critical Illness • Participation in the Discretionary Time Off (DTO) Program • 11 Paid Holidays Annually
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