Manager, Customer Success

Synack’s Penetration Testing as a Service platform manages customers’ attack surfaces by discovering new assets, pentesting for critical vulnerabilities and gaining visibility into the root causes of security risks. We are committed to making the world more secure by harnessing a talented, vetted community of security researchers to deliver continuous penetration testing and vulnerability management, with actionable results. Synack's PTaaS platform has uncovered more than 71,000 exploitable vulnerabilities to date, protecting a growing list of Global 2000 customers and U.S. agencies in a FedRAMP Moderate Authorized environment. For more information, please visit www.synack.com.

As the Manager of Customer Success, North America, you will drive the North American CSM team to perform new business growth, customer success, retention and advocacy.

Sounds interesting? Keep reading...

Here’s what you'll do

• Lead a team of Customer Success Managers (CSM’s) working with our clients to ensure that they are successful on the Synack SaaS Platform
• Support the building of tools and processes needed to support Synack goals and your team's engagement with customers; Empower your team to be the representatives of the customer’s voice
• Conduct regular account review and one-on-one meetings with CSMs to identify risks and align on proactive strategies to improve customer health scores, drive growth, and reduce churn
• Proactively monitor team and individual KPIs to ensure successful renewals; Manage ongoing customer needs to improve customer retention and loyalty 
• Engage with customer executives and other influential stakeholders to identity, define, track and measure the impact of Synack SaaS to our customers
• Be an escalation point for your team and customers, ensuring timely followup and resolution on customer issues
• Act as the primary point of contact for North American region, ensuring alignment, communication, and advocacy within the global Customer Success organization
• Oversee the creation of best practice templates, scripts, playbooks etc. of the team
• Own regional renewal and forecast management, driving complete oversight of renewals and growth opportunities across the North America customer base
• Recruit, develop and evaluate team talent; Promote Synack Values within your team and the larger organization; Create a collaborative environment within your region
• Proactively seek out growth opportunities, and training for your CSM team
• Support the Sales organization in engaging prospective customers into Synack; Work with Marketing organization to conduct successful industry events
• Travel up to 30%

Here’s what you’ll need

• At least 2 years of experience managing Customer Success Managers in Application Security and/or Cybersecurity, with a proven track record of driving outcomes and improving Gross Dollar Retention (GDR)
• At least 5-7 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry
• At least 2-3 years of Renewal and Forecasting experience
• Strong customer-first mindset with a history of proactively identifying risks, optimizing customer engagement, and improving the customer journey
• Excellent communication, negotiation, and people skills for collaboration with tactical client members and management teams
• Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
• Broad cyber security experience, and a curiosity to deeply understand the industry and our products
• Strong consultative and negotiation skills with the ability to advise, influence, and earn trust from both customers and internal stakeholders

Ready to join us?

Synack is committed to embracing diversity. Our people are our strength.  Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. Synack strives to be inclusive of all people. 

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This position has responsibility to ensure Synack’s security and privacy posture is maintained.

$200,000 - $220,000 Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position may also include equity, and benefits.

For more details about our benefits, please see here. Then for the Employer code, enter: synack