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Client Success Manager

4 months ago

Westlake Village, United States NINJIO Cybersecurity Awareness Training Full time

About NINJIO


NINJIO is the first of its kind cybersecurity awareness training company. We focus on changing human behavior through engaging learning and technology-driven tools leveraging behavioral science as a foundation. NINJIO is a Private Equity-backed and award-winning SaaS company in the category of Security Awareness Training. Founded in 2015, NINJIO has grown to be a premier provider in its class with offices around the globe and an impressive roster of multi-national enterprise clients.


We are proud to protect many of the largest companies in the world, and their employees, from cyberthreats. With the highest rated product in the industry and a trajectory to grow many times larger than we are today, NINJIO is poised for continued growth and is looking for exceptional people to join the team.


If you are looking to participate in and contribute to rapid growth, be part of the exciting realm of cybersecurity, grow your career by crushing it in your role, and be welcomed into a fun “family” culture of other talented people, then this opportunity may be for you.


Position Description:


We are looking for a Client Success Manager whose main objective is to assist our clients to better understand the full potential of our business and act as a liaison between the client, client support, and operations. You must champion a collaborative culture with different business groups and departments, to improve client support programs and enhance client satisfaction. You are the heartbeat of our relentless client commitment to make companies and individuals “unhackable.”



You will quarterback the client relationship including ongoing financial value creation, escalation, effective oversight of client usage and adoption, execution of account plan activities, building of relationships, service expansion, renewals, contract management, and ensuring a world-class customer-first delivery experience across NINJIO and our relationship with your client.


Essential Functions:



  • Deep dive into each assigned account, learning the business needs of each client.
  • Align with the client’s goals to better guide and service them.
  • Establish long-standing, trusted relationships with clients, and develop open and effective channels of communication.
  • Partner with the Sales team when large growth opportunities arise.
  • Update and assist with internal projects for clients to increase client satisfaction.
  • Advise clients on effective strategies to increase engagement with and usage of NINJIO products and services.
  • Analyze client Cybersecurity goals and maturity to ensure material improvement and efficacy of NINJIO adoption by the client.
  • Encourage revenue growth via upsell & cross-sell activities with a focus on client lifetime value and high levels of client satisfaction.


Experience:


  • Bachelor’s degree or equivalent experience required.
  • 3-5 years of experience in a customer service or related role (SaaS preferred).
  • Proficiency with Microsoft Office.
  • Hubspot CRM or similar experience (preferred).


Skills and Abilities:


  • Mapping client success journeys and establishing progress milestones.
  • Proactive account management including QBR’s and Best Practice demos.
  • Ability to generate and understand reports tied to client KPI’s.
  • Ability to implement a client success playbook.
  • Leadership and problem-solving skills – you are your client’s consultant and trusted advisor.
  • Have a passion for service and a desire to see your clients succeed.
  • Attentive, able to respond to customer needs- you are self-driven and can multi-task.
  • Must be detail oriented and organized.
  • Ability to communicate professionally as a representative of NINJIO in support of our clients.
  • Excellent work ethic and mindset of doing whatever it takes to get the job done.
  • High integrity, with a collaborative approach to problem-solving.
  • Self-motivated and desire to grow in your career.
  • Intellectual curiosity and high ambition.


Required Competencies:


  • Excellent Communication (Written and Verbal)
  • Problem Solving
  • Relationship Building
  • Revenue Focused


Benefits You Will Receive:


  • Health Insurance subsidy for you and your dependents
  • 401K
  • Paid Time Off
  • Free snacks and drinks
  • Company paid lunch
  • Casual office
  • Free parking


Pay Range: $25-30


Supplemental Pay: Lucrative NINJIO incentive plan tied to renewal and upsell and OTE 2x base.


This role will be mainly in our Westlake Village, CA office. We do offer hybrid work options if applicable to the role.