Enterprise Customer Success Manager

About Us
At Doppel, we are committed to empowering our customers to operate with speed and precision by pioneering solutions that make cybersecurity accessible and actionable. As a fast-growing SaaS company, we are looking for an Enterprise CSM  who wants to make a tangible impact for our customers, and contribute to our company's growth.

About the Role

As an Enterprise Customer Success Manager (CSM) at Doppel, you will be responsible for managing and fostering long-term relationships with our clients. You will ensure they achieve maximum value from the Doppel platform by proactively addressing their needs, identifying expansion opportunities, and advocating for their success within the organization, often navigating multiple stakeholders across the client's hierarchy to drive high customer retention and satisfaction.

Key Responsibilities

• Deep Customer Understanding: Thoroughly understand the customer's organizational structure, key decision-makers, business objectives, and pain points. 

• Strategic Onboarding: Develop and execute comprehensive onboarding plans for new enterprise customers, ensuring they quickly grasp the product's value proposition and critical features. 

• Stakeholder Management: Build relationships with multiple stakeholders across the customer organization, including end-users and executives across multiple teams, to align their needs with the Doppel platform. 

• Proactive Engagement: Regularly monitor customer usage data, identify potential issues, and proactively reach out to address concerns before they escalate. 

• Value Realization: Demonstrate the tangible business value customers are achieving through the platform, highlighting key metrics and ROI to maximize customer value. 

• Renewal & Expansion Focus: Identify opportunities to upsell and expand existing customer contracts by understanding their evolving needs and potential for further adoption. Maintain customer renewals and proactively identify risk to mitigate churn.

• Customer Advocacy: Cultivate customer loyalty and actively encourage them to become advocates by conducting testimonials, case studies, references, and referrals. 

• Product Feedback Loop: Gather regular customer feedback through surveys, check-ins, and other mechanisms to identify areas for improvement and inform product development. 

• Collaboration with Internal Teams: Work closely with sales, product, marketing, ops and support teams to ensure seamless customer experience throughout the lifecycle. 

Qualifications

• Educational Background: Bachelor’s degree.

• Experience: 3+ years of progressive customer success experience, ideally within Cyber Security or SaaS technology-driven company.

• Technical Skills: Understanding of LLMs and Social Engineering preferred, but not required.

• Leadership Skills: We are looking for experienced CSMs that can lead by example. 

• Prioritization Skills: Ability to manage multiple priorities in a fast-paced setting. We are a rapidly growing start-up.

• Communication Skills: Strong communicator who can effectively present to different customer stake holders, including legal, marketing, and cyber security professionals.

• Problem-Solving and Analytical Skills: Ability to solve complex customer issues, and make strategic, data-driven recommendations that align with Doppel’s mission.

About us

Doppel is the leading solution in modern digital risk protection for trusted brands. Our state-of-the-art AI scans over 10 million entities daily across the web, dark web, social media, and app stores, offering unparalleled breadth in detecting digital threats, including piracy, counterfeiting, phishing scams, executive impersonators, and more. Seamless integrations with domain registrars, web hosts, browsers, social media platforms, and digital marketplaces power real-time, continuous, and automated protection, making Doppel the best defense for trusted brands, from startups to Fortune 500 companies.