Customer Success Manager

Responsibilities

Own onboarding and adoption, building success plans with clear milestones for each customer
Own gross and net retention for an assigned book of business — your primary success metric
Monitor health scores and usage to flag renewal risk early, and lead renewals with Account Executives
Identify expansion opportunities and generate qualified expansion pipeline
Build multi-threaded relationships from administrators to CISOs and CIOs, and run QBRs that show ROI
Act as the voice of the customer to Product and Engineering, and partner with Support on escalations
Keep account plans, renewal forecasts, and CS KPIs current in CRM

Requirements

5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets
Experience managing the full customer lifecycle for enterprise or mid-market accounts
Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs
Data-driven, with experience using health scores and KPIs to manage a portfolio
Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango

Nice to Have

Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers
Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts
Experience building CS playbooks and processes at a growth-stage company
Proactive, organized, and accountable, with excellent written and verbal communication
Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)

Who You Are

A trusted advisor who earns credibility with technical teams and executives alike, and builds relationships that outlast any single champion
Proactive by nature: you spot risk and opportunity in the data before the customer has to raise it
An owner who treats retention and customer outcomes as personal standards, not just metrics
A clear, confident communicator who can run a sharp QBR and navigate a difficult renewal conversation with equal ease
Organized and accountable, managing a full portfolio of competing priorities without letting anything slip
Energized by building, eager to shape CS playbooks and processes as the team scales