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Head of Customer Success

3 months ago

San Francisco, United States Atomus Full time

This is a full-time on-site role for a Head of Customer Success located in San Francisco, CA.

Primary Duties:

  1. Define and own the post-sales customer experience - implementation, support, churn prevention, account expansion, and renewals.
  2. Build a scalable customer success playbook by understanding our customer base and their business needs in order to promote trust and drive results, best practices, customer health, and adoption.
  3. Develop and implement efficient workflows to enhance operational efficiency and scalability.
  4. Manage escalated customer issues to ensure a swift resolution and excellent customer satisfaction.
  5. Regularly analyze KPIs for support operations, including CSAT, SLAs, and team efficiency to identify trends and areas for improvement.
  6. Be the voice of the customer within Atomus and drive initiatives to improve customer experience.
  7. Hire, lead, and mentor a team of customer support engineers while creating a vibrant in-office culture.
  8. Travel to meet key accounts in person in their office.

Minimum Qualifications:

  1. 7+ years of technical customer success and support experience, preferably at a B2B SaaS company.
  2. Experience in IT infrastructure, IT security, and/or Compliance.
  3. Work Full-Time in office (San Francisco).
  4. Experience building, leading, and scaling customer success organizations with technical products.
  5. Exceptional problem-solving, troubleshooting skills, and attention to detail.
  6. Excellent verbal and written communication skills with the ability to quickly comprehend and communicate complex concepts.
  7. Organized, self-motivated, and ability to work autonomously.

Nice to Have:

  1. Experience in the cybersecurity industry and knowledge of cybersecurity products and services.

About Atomus:

Atomus' mission is to provide world-class cybersecurity for the world’s most critical organizations. The company sells cybersecurity infrastructure to companies in the aerospace and defense industry needing to comply with NIST 800-171, DFARS 7012, and CMMC cybersecurity requirements. Instead of companies custom implementing, maintaining, monitoring, and documenting their IT infrastructure for audit, companies onboard to our pre-built, pre-compliant infrastructure. Examples of commercial customers include hypersonic aircraft companies, satellite and space mission systems companies, AI and software companies, among many others.

At Atomus we are hardworking, we move fast, and we put our customers first.

This role is fully in person, working with the rest of our team in our downtown San Francisco office, and currently, we are only hiring US citizens for this role.

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