Customer Success Manager

2 weeks ago


Austin, United States Prescient Security Full time
Job DescriptionJob DescriptionSalary: 80,000.00

Overview

At Prescient Security, we are on a mission to simplify security and compliance. Our core values are:

· Support each other

· Client Trustworthiness

· Adapt and scale quickly

Summary

The primary responsibility of the Customer Success Manager is to ensure the customer has a positive experience with their audit.

Detailed responsibilities and associated KPIs include but are not limited to the following.

Detailed Responsibilities

· Act as primary point of contact (POC) for the customer throughout their audit.

· Communicate important information with the customer.

· Facilitate important meetings with the customer by coordinating and acting as the moderator for the meeting.

· Work closely with the audit team(s) throughout the audit.

· Proactively manage customer risk/health by understanding the process and working with the customer.

· Update internal systems with information throughout the audit as appropriate.

· Facilitate internal meetings as appropriate.

· Act as primary POC for external communication channel(s) with customer (i.e., Slack, Teams, Basecamp, etc.).

· Follow up with customer for information/evidence based on audit/auditor needs.

Associated KPIs

· Renewal/churn rates

· Customer communication

o 1 business day for intro email

o 1 business day for final report

o Bi-weekly (every other week) follow up on unresponsive customers

o Status updates sent at end of each Phase

· NPS/CSAT

· Escalations

Requirements and Skills (for job posting)

· n/a for the time being


remote work

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