Customer Success Associate

Customer Success Associate While the rest of the security industry obsesses over locking data down to prevent it from being lost or stolen, we're doing something fundamentally different at Virtru. We're setting data free so that you can intentionally share it with others, but without sacrificing security, privacy, or control. We've created both a suite of powerful data protection applications and an open platform that's sparking an ecosystem of innovation. Through the Trusted Data Format (TDF) open standard, we're not just protecting data; we're creating a new paradigm where security enables sharing rather than preventing it. Think of us as the Android of data protection: a robust platform with an open core that developers and partners can build upon, coupled with our own best-in-class applications that showcase what's possible when you reimagine security from the ground up. Backed by Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global, we're helping Fortune 500 companies and government agencies discover that true data security means having the freedom to share, collaborate, and innovate without compromise. As a Customer Success Associate, you will be reporting to the Senior Customer Success Manager. Your responsibilities will include: Onboard new customers using playbooks: run kickoffs, confirm goals and success criteria, coordinate admin setup with customers and if necessary with Virtru's deployment team; deliver end-user/admin training; drive time-to-first-value and go-live. Drive adoption and outcomes: monitor health/usage, run regular check-ins and QBRs, build light success plans tied to customer objectives, and recommend features and best practices to increase value. Renewals: own renewal motions for your book, prepare quotes, maintain accurate forecasts in Salesforce, and partner with Sales on larger or complex renewals or multi-year agreements. Expansion: identify upsell/cross-sell signals (new teams, additional seats, advanced features) and set discovery with decision makers; collaborate with Sales to scope and close opportunities. Risk management: track engagement to surface risk early, execute save plans, and coordinate resources to prevent churn. Relationships and advocacy: be the primary point of contact for admins and stakeholders; coordinate with Support on issues and communicate status through resolution. Feedback and content: gather structured product feedback, share insights with Product/CS, and contribute to playbooks, help-center articles, and training materials. Systems and reporting: document activities, notes, and next steps; keep data hygiene and forecast accuracy in Salesforce. Travel: occasional onsite visits for training, business reviews, or other key meetings. Skills that will help you thrive in this role: Bachelor's degree from a 4-year college or university. 2+ years in customer success, sales, or account management at a B2B tech/SaaS company; cybersecurity, IT, or compliance experience is a plus. Proven track record renewing and expanding contracts in a high-velocity environment; comfortable with a large portfolio and repeatable motions. Strong communicator and presenter, capable of training admins and end users and building trust with technical stakeholders and IT decision-makers. You love engaging with your customers Technical aptitude with the curiosity to learn; able to translate complex topics into clear guidance. Organized, proactive, and detail-oriented; able to manage multiple customers, priorities, and deadlines simultaneously. Diligent and accurate in Salesforce; you keep notes, activities, and forecasts current and complete. Virtruvian qualities that will set you up for success: Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence Strong sense of urgency with an action-oriented mindset Able to collaborate and adapt to shifting priorities as business needs evolve Comfortable with asynchronous communication including slack, email, zoom, etc. At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as A Flexible PTO policy we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge. A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow. Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social Access to an Employee Assistance Program Access to Headspace, a mental health app tailored to your specific needs. A flat 3% contribution to your retirement account A high degree of flexibility Have an appointment, errand, or family emergency to take care of? Hop to it We give you the time and space to take care of you and your own first. In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority. Additional perks include: Competitive compensation Generous parental, medical, and bereavement policies 401K contribution and stock options Full medical, dental, and vision benefits New Hire Swag and IT Welcome boxes Structured semi-annual 360 performance reviews Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law. Virtru