Senior Customer Success Manager at CyberFortress

Position Summary:

The Senior Customer Success Manager (Sr. CSM) is responsible for ensuring that their assigned portfolio of customers achieve maximum value from our technology solutions, driving product adoption, satisfaction, retention, and growth within their portfolio. As a Sr. CSM, you will act as the customer's trusted advisor, helping them optimize the use of our products while identifying opportunities for expansion and ensuring long-term customer loyalty.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain strong relationships with key customer stakeholders and executives.
• Act as the primary point of contact, guiding the customer journey from onboarding to renewal and expansion.
• Proactively manage customer health by regularly engaging clients through check-ins, business reviews, and other value-driven activities.

Product Adoption and Value Realization:

• Ensure customers are fully onboarded and equipped to maximize the benefits of the product.
• Provide expert-level guidance on the product’s features, functionalities, and best practices to achieve business goals.
• Monitor, analyze and report product usage data to drive increased adoption and identify any risks to customer retention.

Retention & Expansion:

• Drive customer and revenue retention by identifying and mitigating churn risks, and developing action plans to address customer concerns.
• Identify upsell/cross-sell opportunities and collaborate with the broader organization to drive new revenue within existing accounts.
• Own customer renewal cycles, driving high renewal rates through proactive engagement.

Issue Escalation and Resolution:

• Serve as the escalation point for customer issues, ensuring timely resolution in partnership and collaboration with technical support, engineering, and other departments.
• Act as a customer advocate within the company, ensuring feedback and insights are channeled back into product development and improvement.

Data-Driven Success:

• Analyze customer health metrics (NPS, CSAT, churn, renewal rates) to assess account health and track progress toward goals.
• Provide reports and insights to senior management on customer trends, account health, and renewal forecasts.

Collaboration & Leadership:

• Work cross-functionally with sales, product, marketing, and technical support teams to improve the customer experience.
• Mentor and guide junior customer success team members, providing leadership and best practice sharing within the team.

Required Skills and Qualifications:

• Bachelor's degree in business administration, Computer Science, or a related field.
• 5+ years proven experience in customer success, account management, or a similar role.
• Strong communication and interpersonal skills, both written and verbal.
• Excellent problem-solving and analytical skills.
• Ability to build strong relationships with customers at all levels.
• Proficiency in CRM tools and other relevant software.
• Strong understanding of customer success metrics and KPIs.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Experience in the CyberSecurity and Technology fields
• Certification in customer success or related fields.

CyberFortress Core Values:

Our core values aren’t just words on a page. They form the foundation of how we operate as individuals and a company.

• People First: We provide the opportunity for everyone to do meaningful work with people they love to work with.
• Humble and Driven to Results: We “roll up our sleeves” and are willing to pitch in when and where it is needed.
• Why and What's Next: We let curiosity continue to ask the next question until we have a clear picture of a great outcome.
• Act on the Truth: We speak up, get to the facts of the situation, and make the hard decisions in a healthy way.

Our Commitment to a Total Rewards Package:

All work and no play is no way to live. At CyberFortress, we believe in fair pay and fair play. That means we pay competitive salaries and make sure that everyone has plenty of time for life, family and friends outside of the office.

• Competitive salary.
• Company paid benefits such as Healthcare, Dental, Vision, Disability, and Life.
• Generous 401k matching.
• Pick your own equipment. You’ll get a budget to spend on whatever laptop, monitor, and office equipment you desire, subject to review and approval.
• Paid time off.
• Volunteer time off.