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Customer Success Manager

3 months ago

Remote, Oregon, United States Cybrary Full time

Who We Are

Cybrary is the world leader in developing, measuring, and improving the skills of every cybersecurity professional and business worldwide. We believe the key to closing the cybersecurity skills gap is to arm cyber professionals with the skills they need to continuously develop in their field. Our enterprise-grade platform and rapidly expanding catalog support multiple types of learning, and allow for a personalized training experience for each user on the platform. With over 3 million users, Cybrary is well-positioned to accelerate its leadership position in the marketplace.

At Cybrary we value teamwork, collaboration, and trust. We look for people who like to win, embody grit, operate with a growth mindset, who love to learn, and approach each challenge with an open mind. We welcome diverse perspectives, and those who demonstrate the passion needed to disrupt the online and cybersecurity training industry. Our culture is shaped by fearless communication, nitro cold brew energy, collaborative community, and an up-for-anything attitude.

Headquartered in College Park, MD, Cybrary has been recognized as one of Washington D.C.'s Best Places to Work by Forbes and the Washington Post, and made Deloitte's Technology #Fast500 as one of the fastest growing technology companies in North America.


We are seeking an experienced Customer Success Manager (CSM) at Cybrary to serve as the primary contact for a rapidly expanding portfolio of enterprise customers. Our Customer Success Team serves as the front-line relationship with our clients by providing exceptional service and support throughout the account lifecycle. We are growing our international customer base, and are particularly interested in speaking with experienced CSMs who are willing to work alternative hours to support international clientele. Our CSMs lead the customer through onboarding and training to ensure high utilization of the Cybrary platform, allowing our customers to meet their cybersecurity and IT training needs.

What You Will Do

  • Will work directly with our customers, including administrators and C-level executives, to ensure they are optimizing the full value of our platform
  • Build and nourish in-depth and long-term relationships with existing and new clients, both domestic and international
  • Maintain and exceed 85% customer retention through renewal and expansion goals
  • Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and potential enhancements
  • Uphold and continuously improve Cybrary's best practices for engagement, renewal, and expansion

Skills You Bring

  • 3+ years of experience in SaaS customer success/account management roles, with at least 1 year of experience supporting enterprise
  • Strong account management and a passion for customer support
  • Proven experience in renewal and expansion success; have exceeded retention goals and successfully uncovered new expansion opportunities
  • Excellent verbal, interpersonal and written communication skills - you're able to tailor your communication to address individual consumers as well as executive teams
  • Ability to lead by example - no task is too small
  • Exceptional ability to ask questions and solve problems by thinking outside the box
  • Effective project management skills, using data and data analytics to inform and influence priorities
  • Collaborative problem solver
  • Motivation to go above and beyond for a task - you thrive on ensuring your customers are happy and engaged
  • Ability to learn and expand familiarity with technical content and an inherent desire to continuously develop your own skills
  • Experience using Salesforce
  • Familiarity with Zendesk, ChurnZero and cybersecurity training programs a plus
  • Interest and ability to work alternative hours to support our international customer base

Other

This position is 100% remote with a base salary of $70K plus commission.



What We Bring to the Table

Eligible employees qualify for a competitive total rewards package inclusive of the following benefits:

  • Competitive salaries that align with market and industry standards
  • 100% coverage of medical, vision, and dental insurance premiums for employees
  • 50% premium coverage for dependents
  • Available HSA and FSA programs
  • Company-paid life insurance coverage
  • Company-paid short-term and long-term disability coverage
  • Flexible sick and vacation leave, with dedicated parent and bereavement leave policies
  • Birthday Leave
  • 401(k) plan
  • Company-paid student loan repayment after 6 months of service
  • Referral bonus plan
  • Professional Development and Training reimbursement package

Cybrary is proud to be an Equal Opportunity Employer, and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by applicable law.