Customer Success Manager

1 week ago

New York, United States Vaco Full time

Job Title: Customer Success Manager
Location: USA (100% Remote)
About Us:
Our cilent is a venture-backed organization in hyper-growth mode, headquartered in New York City with all US-based positions being 100% remote. Founded by innovative practitioners to solve massive-scale cybersecurity challenges, they are disrupting the cybersecurity operations market with their unique technology that builds cyber fusion centers for large enterprises and the mid-market.
About You:
  • Strategic and tactical initiative leader
  • Hungry, inquisitive, proactive, energetic, and driven
  • Growth mindset and results-oriented
  • Thrives in a fast-paced, collaborative environment
Why We Are Hiring:
The Customer Success Manager is responsible for the technical aspects of customer success processes, including customer onboarding, training, support, and technical enablement.
What You Will Do:
  • Participate in cross-functional projects
  • Own and maintain training functions within the Customer Success department
  • Manage multiple projects/tasks with minimal supervision
  • Serve as the technical point of contact for Customer Success Managers
  • Escalate technical issues and questions to the engineering and development teams
  • Communicate effectively with management, team members, and other departments
  • Balance long and short-term goals by prioritizing activities
  • Actively create and participate in curriculum planning sessions for new product training
  • Recommend and implement solutions when project issues arise
  • Build strong customer relationships with key stakeholders and sponsors
  • Strive to provide exceptional customer experience
  • Manage customer expectations and lead them to satisfaction
  • Ensure all deliverables arrive in good order, on time, and meet customers' requirements
  • Track key account metrics
  • Communicate progress to both internal and external stakeholders
  • Identify growth opportunities
  • Collaborate with our team to achieve sustainable growth
Who You Are:
  • Experience as a CSM or in a similar customer-facing role
  • Prior cybersecurity experience required; technical experience in threat intelligence preferred
  • Excellent oral presentation and customer interaction skills
  • Technical and troubleshooting skills in at least one software application or technology
  • Proven track record of Technical Account Management or relevant experience
  • Experience in managing multiple stakeholders and projects
  • Customer-oriented, attentive listener
  • Critical thinker and problem solver
  • Team player with good time-management skills
  • Strong interpersonal and communication skills
  • Experience with sales software such as Salesforce, Churn Zero, or other CSM tools
  • Experience with security applications and defense infrastructure

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