Customer Success Manager, Altura Partners Ltd, US

Our client are a fast growing cybersecurity vendor in the offensive space that has just received a new funding round and they're looking to add a CSM function their US team. It's an exciting opportunity to join a fast growing security vendor. This is the first CSM hire to be based in the US and help build out the global operations.

Customer Success Manager

Job Description

• Engage with customers, and partners during Proof of Concept/Proof of value stage to ensure business objectives are being met.
• Thought Leadership: As the first dedicated CSM hire, demonstrate and inspire thought leadership which drives cross functional collaboration, improvements to Customer Success practices and accelerated customer value realization.
• Customer Relationship Management: Develop and nurture strong, long-lasting relationships with key customer stakeholders; understanding their business needs and objectives.
• Responsible for the health of the assigned accounts and ensure customers continue to stay and grow, and realize the full value of their investment in the technology.
• Develop meaningful relationships with key stakeholders within the customer as well as wider internal teams (Sales, Customer Success, R&D and Support Engineering)
• Own and orchestrate post sales motion, including conducting QBRs, product adoption maturity assessments.
• Mitigate Churn: Monitor product usage and adoption and identify potential areas of concern and develop mitigation plans, ensuring a high renewal rate.
• Upsell: Identify opportunities for additional licenses, features and services within existing accounts and actively lead these efforts to successful closure
• Customer Advocacy: Identify and recruit satisfied customers to become advocates, participate in case studies and user communities.
• Product Expertise: Demonstrate an in-depth understanding of the platform, enabling you to provide expert guidance and insights on how to maximize the value of the product offerings

Experience required

• Domain knowledge within cybersecurity with experience working in a role supporting enterprise customers with queries and ability to triage and escalate to wider teams.
• Proven experience in customer success within the SaaS industry, ideally working within a cybersecurity vendor in a start-up type environment, building processes and leading a team/CS function.
• Demonstrated experience developing customer success plans and enabling customer defined value to be realized.
• Understanding of penetration testing, threat intelligence, vulnerability management, attack surface management and/or related technology areas is highly beneficial.
• Ability to manage a portfolio of accounts of various sizes in a fast-paced, dynamic environment.
• Channel friendly – experience working and collaborating with partners on customer opportunities.
• Able to operate effectively both independently and within a team.
• Takes initiative, intellectually curious, and has a strong desire to learn.
• Excellent communication, negotiation, and presentation skills
• Strong analytical and problem-solving abilities
• Results-driven with a track record of meeting and exceeding customer success targets

Only candidates with relevant experience can be considered for this opportunity.