Manager, Customer Success (East Coast)

• The Manager of Customer Success will play a critical role in driving customer adoption, retention, and expansion across our global customer base. This individual will have a dual focus on strategic account management and technical product expertise, ensuring that our team of Customer Success Managers (CSMs) delivers exceptional, proactive service to customers at all levels of engagement. The ideal candidate will bring a strong background in SaaS, with a preference for experience in the cybersecurity domain, and will have at least 8 years of management experience within customer success functions.

• Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the enterprise sector, collaborating with Global 2000, Fortune 500, and Fortune 50 clients.
• Experience in managing top-tier accounts, with a focus on retention and expansion.
• Minimum 8 years of experience in customer success management leadership within SaaS companies, with a strong preference for backgrounds in cybersecurity.
• Proven track record of managing global teams and delivering exceptional customer outcomes.
• Deep understanding of account management principles and practices, coupled with the ability to be hands-on with technical products.
• Strong analytical skills, with the capacity to translate data insights into strategic actions.
• Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally (speaking multiple languages is a plus)
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
• Ability to travel based on customer and business needs (est. around 25%)

• Leadership and Team Management: Lead, mentor, and expand a global team of technical CSMs, fostering a culture of excellence, accountability, and continuous improvement.
• Strategic Account Management: Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements.
• Product Expertise: Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization.
• Customer Advocacy: Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution.
• Success Planning: Design and implement customer success plans that ensure clients achieve their security goals, driving high satisfaction and renewal rates.
• Global Collaboration: Work across time zones to manage and support a diverse customer base and CSM team, ensuring a cohesive customer experience regardless of location.

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