Customer Success Manager

  • Customer Service
  • Full time
  • 2 years ago

Job Information

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    Job Schedule Fixed Hours
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    No. of Openings 1 opening
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    Job Experience 3 years
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    Education Level Bachelor

Job Description

Person must be able to able work the following business hours:

Monday – Friday, with exceptions for Sundays for arranged support of key Middle Eastern Customers
Working Times: 6am-2pm GMT which is 10am to 6pm Gulf Standard Time

Customer Relationship Manager that owns the customer journey for highest revenue and strategic accounts. The main focus of this role is on executing a high-touch client engagement that drives value-oriented touchpoints that leads to adoption, retention, and high customer satisfaction.


  • Execute on Major Account Customer Lifecycle
  • Partnership with Account Executives on secondary renewal support, pre-sales activities, and overall account updates
  • Support all client engagement activities for value-driven touchpoints
  • Work with clients to establish goals and execution plans to ensure program success
  • Provide guidance, training, and recommendations to clients to help them achieve their security awareness programs goals
  • Analyze client performance trends to provide opportunities for improvement and track any known or reoccurring issues
  • Provide high-touch customer service to achieve top satisfaction scores
  • Host interactive platform and/or product training session for clients
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues across key areas
  • Coordinator of Help Desk support and/or technical issue escalations
  • Provide guidance and feedback on best practices, tips, opportunities, and/or success stories for customer lifecycle management
  • Participate in product-related activities to serve as the voice of the customer
  • Support case studies, customer quotes, and/or client reference needs

Required Education:

  • Bachelor’s degree in business, communications, education, technology, or other related field or comparable work experience
  • Background in cybersecurity and/or risk management is highly preferred
  • As part of onboarding, this role will be required to take the SANS MGT433 course and get associated SSAP credentials through GIAC.

Required Experience:

  • 2+ years working at a SaaS and/or software company in customer success, relationship, account management or similar role
  • Account management of large enterprise and/or strategic accounts
  • 5+ years working in customer-facing roles
  • Highly Preferred Experience
  • Working with CSM platforms i.e. Salesforce & ticketing systems like ServiceNow
  • Information technology, cybersecurity, compliance, risk management, and/or education

Required Knowledge, Skills, and/or Abilities:

  • Excellent oral/written communication and interpersonal skills
  • Demonstrated ability to work well in a fast-paced, team-oriented environment and thrive on challenges
  • Demonstrated ability to be highly self-motivated, prioritize multiple tasks in a proactive manner, meet deadlines, and display attention to detail
  • Demonstrated ability to understand customer needs, provide quality service, persuasively present ideas, and commit to customer satisfaction
  • Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with a diverse group of people
  • Detailed oriented
  • Articulate and professional presentation skills
  • Aptitude for continuous learning and new skill development
  • Proficient with web-based collaborative tools such as Dropbox, Smartsheet, Salesforce, and ticketing systems.
  • Proficient with all Microsoft Office Programs
  • Some travel will be required for training, team meetings, and/or events
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