Description
Challenges You Will Solve
An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.
Challenges You Will Solve
An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.
What You'll Do
Act as a trusted partner on product functionality for your customersBuild strong customer relationships and deliver customer-centric solutionsMaintain accurate account information to ensure seamless communication between internal teams regarding customer happinessAnticipate and adopt new technology and apply new features to educate customersDevelop and update standard methodology knowledge base and blog postsHold self and others accountable to meet commitments to customers. Guide customers through onboarding, adoption, optimization and renewal of Red CanaryAct as an internal advocate for customers to achieve their security outcomesAchieve net retention targets for accounts assigned Train and mentor team members Create and fine tune processes for CSM teamCreate collateral for CSM leverageStrategically provide feedback to improve the overarching customer success program
What You'll Bring
Willingness to “do a little more” to exceed customer’s expectations Ability to effectively prioritize and advance customer issues to the appropriate internal teamsA listener first, adept at working across internal and external teams with competing priorities Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists Ability to push back on customers when in their best interest; comfortable with difficult conversations Strong written and oral communication skills with proven ability to initiate and build relationships via phoneAbility to collaborate across departments to achieve customer resultsCreative problem-solving skills4+ years experience in Account Management or Customer Success role, preferably at a SaaS company2+ years of information security experience required
Compensation Range: $127,125 - $141,000 OTE
Application Deadline: May 31, 2024
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