Customer Success Manager

4 weeks ago

Los Angeles, California, United States Resilience Full time

About Us

Resilience is the next-generation cyber risk company that's on a mission to help make the world cyber resilient.

Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities, augmented by prominent leaders and innovators from the insurance and technology industries, the privately-held firm is rewriting the rules of how cyber risk is assessed and managed for middle to large market enterprises. Rooted in decades of experience, Resilience helps financial, risk, and information security leaders continuously improve their organizations' cyber resilience by connecting cyber insurance coverage with advanced cybersecurity visibility and a shared plan to reinforce actionable cyber hygiene.

Resilience is proud to be backed by leading technology investment firms including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience's team is globally dispersed, with offices in New York, Chicago, Baltimore, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agency and security services through its expert security team.

As a Customer Success Manager at Resilience, you will join a highly motivated Customer Success team who are building out the foundational elements of Customer Success across our company. Resilience is seeking an equally motivated, customer-centric Customer Success Manager who is passionate about helping our customers achieve their cyber risk management goals. Resilience is committed to helping organizations thoughtfully track, translate, and transfer their risk via our Cyber Solutions offerings.

Responsibilities

  • Manage customer relationships and drive engagement to help customers reduce the likelihood of cybersecurity incidents and create new revenue opportunities for Resilience.
  • Contribute to building out the functional and foundational elements of Customer Success to ensure our continued success in a start up high-growth environment.
  • Gather and analyze customer feedback to provide actionable recommendations to other Resilience functional areas in order to optimize the customer experience.
  • Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliability of renewal and expansion opportunities.
  • Identify opportunities for upselling and expanding product usage within your account portfolio, working in synergy with the sales team.
  • Drive customer advocacy in the form of references, referrals, and case studies.
  • Coordinate and deliver training sessions to ensure confidence with Resilience Solutions.

Qualifications

  • 3-5 years of experience in customer success with a proven track record of driving customer satisfaction & retention.
  • Proven experience in complex B2B environments, particularly within the cyber security or financial sectors, demonstrating a deep understanding of industry-specific challenges and solutions. Required.
  • Experience managing senior clients, including security leaders, with a track record of building strong relationships and delivering exceptional customer success. Required.
  • Excellent communication and interpersonal skills, with the ability to build rapport, influence others, and negotiate effectively.
  • Strong strategic thinking and problem-solving abilities, with a focus on driving business outcomes and delivering value to customers.
  • Proficiency in CRM software and other relevant tools for managing customer interactions.
  • Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders simultaneously.
  • Passion for delivering exceptional customer experience and a commitment to continuous improvement and learning.

What Resilience Offers You

Innovative company culture

Flexible work schedules

Family paid leave

Paid healthcare for employees

401k

Professional development & career advancements

Flexible paid time off

Employee referral bonus

Accommodations and Accessibility

We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources team at

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