Customer Success Manager

Who We Are:

Invicti is an application security leader empowering organizations to continuously secure their web applications and APIs through all stages of the software development lifecycle. Exclusively focused on this space for more than 15 years, Invicti brings security and development teams together to protect company data from breach through industry-leading Discovery, Dynamic Application Security Testing (DAST), Interactive Application Security Testing (IAST) and Software Composition Analysis (SCA).

Invicti’s proprietary Proof-Based Scanning technology is the first to deliver automation verification of vulnerabilities and proof of exploit, returning crucial time to development and security teams for critical projects and innovation. Invicti serves more than 3,500 companies and public sector agencies worldwide including NASA, Samsung, IBM, and Verizon.

Who You Are:

This role will report to the Customer Success Team Manager and oversee a portfolio of Invicti clients. Your role will involve cultivating and sustaining strong relationships with key stakeholders, addressing issues affecting customer success, and identifying retention risks and opportunities. As part of Customer Success, you will focus on enhancing customer adoption, retention, and overall success. As a Customer Success Manager here at Invicti, you will strive to be a trusted advisor on web application security best practices.

What You’ll Be Doing:

• Professionally manage customer relationships with a portfolio of assigned SMB accounts.
• Meet and exceed customer retention goals and ensure consistently high retention rates.
• Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle.
• Gain a thorough understanding of assigned customers' needs, security objectives, and processes to ensure that they successfully adopt and deploy Invicti
• Ensure that customers derive maximum value from Invicti and collaborate with the sales team to help upsell additional services, integrations, and features.
• Identify risks to customer success and aggressively/proactively engage the customer whenever there’s an identified retention issue.
• Develop and execute retention plans for customers who may be at risk.
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
• Gain and maintain expert knowledge of Invicti products and services.
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.
• Manage contract-related inquiries, questions, and issues from customers and other departments.

What You'll Need:

• 2 years of proven success in Account Management or a similar company with a designated portfolio of clients.
• Experience with account portfolio planning, management, and prioritization.
• High attention to detail and willingness to get “in the weeds” to fix a problem.
• Knowledge of customer success best practices.
• Exceptional communication and relationship management skills.

Why Invicti?

Your Health & Wellness Matters:

Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care and dental premium costs. For dependents, we contribute 100% of the health care and 50% dental premium cost

VDU testing: Upon joining us, we will provide for free a one-time Visual Display Unit testing to ensure you can work as comfortably as possible

Employee Assistance Program: Emotional Support Counseling services 24/7. Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more

Family Leave: 16 week paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent

We Value Adult/ Life Balance:

Excellent working Options: Work from home or join us in our Malta Office, whichever works best for you!

Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate

Volunteerism: 5 days of paid time off each year to participate in the volunteer activities of your choice

Paid Birthday Off: Take your birthday off to celebrate you!

Mobile Allowance Benefit: This allowance will be provided to ensure you have support for work-related communication and tasks

We Value You:

Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth

At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry.