Customer Success Manager

3 months ago

Raleigh, United States SECURITI.ai Full time

Securiti solves challenges across governance, privacy, and security. With a foundation in data understanding and a team that was responsible for developing and deploying the market leading CASB & DLP technology, we were able to create a platform from the ground up that leverages automation and workflows to solve complex privacy, data, and security business challenges with a simplified interface promoting collaboration across the business. Ease of use, quick to deploy and customizable are all reasons why companies select Securiti versus stitching multiple vendors together to address their challenges.

As a CSM (Customer Success Manager) at Securiti, you will use your skillset to build key relationships, working closely with Directors/Managers of Data Security/Privacy/Governance, Data Engineers, Security Architects, and Privacy teams to implement best- in- class modules from Securiti's Data Command Center. The CSM works with large enterprise and strategic customers and is accountable for ensuring these customers adopt and realize the recurring value from the Securiti Data Command Center. Your results will be increased customer satisfaction, value, retention, and expansion of the Securiti platform footprint.

What you will do:

  • Own and drive onboarding, adoption, and advocacy across a portfolio of customers.
  • Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives.
  • Design and execute a value roadmap for each customer in your portfolio.
  • Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer.
  • Conduct Quarterly business reviews to ensure successful outcomes from Securiti solutions.
  • Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
  • Solidify your position as a trusted advisor/strategic advisor with all customers and drive continued value of our products and services.
  • Partner with Securiti Account Team (Account Executives, Solution Architects, Sales Engineers, and Training) to find opportunities for new usage of Securiti across organizational functions, and build contract renewal, upsell, and cross-sell opportunities.
  • Define success plans for at-risk customers and execute them in collaboration with the functional team.
  • Act as the voice of the customer internally to advocate customers' needs.
  • Leverage internal tools to archive customer activity and other key data points.
  • Identify and communicate areas for improvement in the customer experience including both product and process.
What you need to succeed:
  • 5+ years relevant work experience in customer success, consulting, post-sales technical account management or similar roles.
  • Strong consulting, project management and/or business analyst skills with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
  • Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences.
  • Previous experience with a Cyber/data security solutions company and/or an enterprise software company working with large enterprise customers is highly desired.
  • Strong knowledge of SaaS and Multi-cloud (AWS, Azure, GCP) architectures, as well as the traditional on-premise model
  • Solid understanding of complementary data security concepts, such as data discovery, DLP, encryption/tokenization, data masking, access control, rights management
  • Familiarity with various types of structured and unstructured data systems across SaaS, Multi-cloud and traditional, self-managed systems
  • Fundamental technological knowledge of networking environments
  • Experience installing and supporting enterprise software on Windows and UNIX platforms.
  • Prior experience with Securiti Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions.
  • Up to 30% travel

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