Customer Success Manager

3 weeks ago

Palo Alto, United States Obsidian Security Full time

About Us:

Obsidian Security was founded in 2017 to solve the unaddressed blindspot of SaaS Security. SaaS applications provide the tools employees need to succeed and hold the business’ most critical information. If those tools become unavailable or that data is jeopardized, there is a detrimental impact on the organization.

Obsidian proudly offers the industry's most comprehensive and powerful SaaS defense solution. We are committed to solving the challenge of SaaS Security for our customers as efficiently and effectively as possible.

We’re a passionate team optimizing for impact by solving some of the biggest challenges in cybersecurity today. We listen closely to our customers, iterate quickly, and (over) deliver to delight them. Working at Obsidian means contributing to an industry-leading cybersecurity product in an environment where customer satisfaction, privacy, and data ethics are paramount.

About the Team:

At Obsidian Security, our Customer Success team operates with a vibrant and passionate ethos, dedicated to empowering clients and ensuring their success in the ever-evolving world of cybersecurity. Members collaborate closely across departments, fostering a culture of innovation and excellence. Together, the team strives to deliver unparalleled support and guidance to customers, building long-lasting relationships based on trust and mutual success. This dynamic team values collaboration, growth, and customer-centricity as it works towards redefining cybersecurity excellence.

About the Role:

Develop and maintain strong relationships with key customers, serving as their primary point of contact for all post-sales activities

Proactively identify opportunities to optimize customer success and satisfaction, driving value realization and adoption of our solutions

Collaborate with internal teams to advocate for customer needs and influence product enhancements based on customer feedback

Lead strategic initiatives to expand product adoption and upsell opportunities within assigned accounts

Drive customer retention through effective renewal strategies and proactive risk mitigation efforts

Provide timely resolution to customer inquiries, issues, and escalations, ensuring a seamless customer experience

Deliver regular business reviews and performance updates to customers, highlighting key achievements and opportunities for improvement

Stay informed about industry trends and best practices to continuously enhance the customer success strategy

About You:

2+ years of experience in a customer-facing role, preferably in the cybersecurity or technology industry

Strong interpersonal skills with the ability to build rapport and trust with customers at all levels of an organization

Proven track record of driving customer success, retention, and growth metrics

Excellent communication skills, both verbal and written, with the ability to articulate complex concepts clearly and concisely

Analytical mindset with the ability to leverage data and insights to drive informed decision-making

Self-motivated and proactive with a passion for delivering exceptional customer experiences

Ability to thrive in a fast-paced, collaborative environment and adapt to changing priorities

Experience working with CRM systems (e.g., Salesforce) and customer success platforms is a plus

Employee Benefits:

Our competitive benefits packages are designed to support our employees' well-being, both at work and at home.

Competitive compensation with equity and 401k

Comprehensive healthcare with dental and vision coverage

Flexible paid time off and paid holiday time off

12 weeks of new parent or family leave

Personal and professional development resources

Base Pay Range: $150k

Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive base salary, this position is also eligible for equity awards [and incentive compensation] based on factors such as experience, skills, and location.

At Obsidian, we are proud to be an equal-opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.

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