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Client Success Manager

Digital Shadows Dallas, TX
  • Posted: 26 days ago
  • Other

Digital Shadows is a VC-backed, growth stage company with offices in London, San Francisco, and Dallas. We monitor and manage digital risk across the widest range of data sources within the open, deep, and dark web to protect an organizations business, brand, and reputation. Our Digital Shadows SearchLight service combines scalable data analytics with human intelligence analysts to manage and mitigate risks of an organizations brand exposure, VIP exposure, cyber threat, data exposure, infrastructure exposure, physical threat, and third-party risk, and create an up-to-the-minute view of an organizations digital risk with tailored threat intelligence.

We are seeking exceptional individuals to join us on our journey and share in our accomplishments and passion.

For more information on Digital Shadows, please visithttp://www.digitalshadows.com

Overview

Client Success Managers manage a portfolio of our clients through the client lifecycle - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. CSMs represent the client to other Digital Shadows teams, identifying opportunities to increase value for their clients and risks that might limit the benefits they realize.

The role is varied and requires excellent workload management skills - focusing time where most value can be delivered and balancing competing requirements. Whilst most time will be spent with clients, CSMs will spend time on process improvement and ensuring that they have excellent, up to date knowledge of our products and service

The role will report to our Global Director of Client Success.

Goals and Responsibilities

You will:

  • Deliver an excellent client experience, throughout the client lifecycle
  • Capture and maintain the information we need from clients to optimize service for them
  • Maintain a cadence of communication and engagement to ensure delivery of ROI for our clients
  • Use industry, product and client knowledge to become the trusted partner and expert for clients
  • Provide guidance to each client organization on how to leverage Digital Shadows to support business use cases
  • Track client issues to ensure satisfactory, timely resolution. Advocate for your clients when necessary.
  • Use data to drive interventions, analyze customer health metrics, run NPS and gather other feedback, identify and escalate risks.
  • Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
  • Identify opportunities for customers to act as Digital Shadows ambassadors (e.g. testimonials, case studies)

Key Measures

  • Retention Rates for clients in portfolio
  • Client satisfaction and feedback

Requirements

  • 4+ years of experience in Customer Success, Consulting, Account Management, Business
  • Development, or another client-facing role
  • 2 years in a Cyber Security, SaaS or technology focused organization
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Strong leadership skills
  • Excellent written and verbal communication skills
  • Passion for Cyber Security, technology and for being a part of a fast-growing SaaS company
  • Demonstrated experience in report development and creation of client metrics and activities
  • Ability to travel occasionally, possibly globally and to visit sites/offices on an as-needed basis

Preferred Qualifications

  • Experience with client success tools i.e. Customer Success Software, CRM, and survey tools
  • Experience with Cyber Security market, users, decision makers and products
  • Knowledge of cyber actors, tactics, techniques, and procedures
  • Language skills (particularly Italian, French, Spanish, Arabic, Japanese or Mandarin) are highly desired
  • Project Management Professional (PMP) certification

Benefits

  • Remuneration will be competitive and commensurate with experience
  • Fun, lively offices with events, snacks, and refreshments
  • Offices located near public transit and great lunch spots
  • Competitive benefits package including 401(k) matching in the U.S.


For more information on Digital Shadows, please visithttp://www.digitalshadows.com

If you have any questions, please contact us on careers[at]digitalshadows[dot]com. Please note that we only accept applications through this online application portal.

Equal opportunity for disabled Veterans, recently separated Veterans, other protected Veterans, and for workers with disabilities.

Digital Shadows

Address

Dallas, TX
USA

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