Cybersecurity Customer Success Manager

5 months ago

San Francisco, United States Cyberhaven Full time
Our Mission

Provide security teams with breakthrough visibility and control over all high-value enterprise data, transforming how organizations protect their data from IP theft and insider threats.

About the Role

This is an ideal opportunity for a highly motivated individual to get in on the ground floor as we build out our Customer Experience functions at Cyberhaven.

You will become an expert on Cyberhaven's DDR platform, understand how it interacts with customers' environments, and how customers can reduce threats across the organization. You will help our customers operationalize Data Detection and Response

You will own the relationship across the entire customer journey - ensuring seamless introduction of the Cyberhaven platform to drive value, optimize and operationalize outcomes.

Ideally, you will be comfortable speaking with security and customer operation teams. You must have deep technical depth, be "client obsessed", and have proven experience with a SaaS-based data protection security product; have the desire to take initiative, consistently be oriented with proving value for customers, and love working in a fast paced, high growth environment is key.

Reports to the Head of Customer Experience.

Activities & Responsibilities
  • Own the end-to-end customer relationship, collaborate with professional services in seamless onboarding, and ensure our clients understand all aspects of the Cyberhaven solution
  • Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts
  • Leverage knowledge of the Cyberhaven platform, industry trends, and data protection best practices to develop long-term growth plans as a strategic partner to our customers.
  • Ensure swift resolution of customer issues by leveraging resources from cross-functional teams, while being the voice of the customer
  • Embody Cyberhaven values and serve as a role model for other team members
  • Understand your customers' pain points and how they want to improve their corporate risk exposure so you can map the Cyberhaven platform to meet these key objectives
  • Partner closely with Marketing to develop your key stakeholders into advocates
  • Expand Cyberhaven's footprint or feature set in the organization as well as identify upsell, cross-sell, and other growth opportunities
  • Own and run client business reviews for our strategic customers
  • Be data-obsessed and assist our clients in using analytics to prove value and show how the Cyberhaven solution has decreased their risk exposure.
Requirements For Position
  • Experience - 5+ years of success in senior roles in enterprise SaaS deployment, CSM and/or program management for large, complex, and strategic customers is required. Prior work experience as a Technical Account Manager or Sales Engineer focused on endpoint protection solutions is desired.
  • Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The Sr. CSM must display leadership with personnel at Cyberhaven's customers who will be engaged in the delivery and ongoing management of our platform
  • Relationship Building - Proven track record of building relationships with senior customer executives in large and mid-sized accounts. Experience managing various stakeholder relationships to generate consensus on bringing a data protection program and platform to life
  • Program Management - Excellent skills in managing a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The Sr. CSM will be accountable for the operational health of the customer solutions deployed today, and in the future.
  • Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CISO, Senior Executives, Day-to-Day Operations Team).
  • Technical - Knowledgeable and experienced in designing, developing, deploying and supporting complex cloud technology solutions. Strong knowledge of Data Loss Prevention technologies, Windows and macOS systems, and Cloud applications, and is critical
  • Familiarity with technologies that are adjacent to Cyberhaven in which we integrate, (SIEM, SOAR, UEBA) are desired.
  • Knowledge of security controls for the handling of sensitive data types.
  • Experience with performing technical analysis as well as handling documentation and project management aspects of an incident response regarding data security issues.
  • Understanding of macOS and Windows environments.
  • Expertise with DLP, Insider Threat and CASB solutions required
  • Familiarity with cloud apps and services.
  • Excellent communication and interpersonal skills required, with a passion for the cloud and related new technologies.
What you can count on:
  • Remote-friendly culture.
  • $130,000 to $150,000
  • Paid medical/dental/vision benefits for you and your family with the option to buy up to a premium medical plan
  • Flexible time off.
  • Potential fast-tracked career advancement opportunities.
  • Experience building something from the ground up.
#LI-Remote

Cyberhaven is the AI-powered data security company revolutionizing how companies detect and stop the most critical insider threats to their most important data. We've raised over $140M from leading Silicon Valley investors like Khosla and Redpoint. Cyberhaven is also backed by founders, executives, and security leaders who have built transformational technologies at Crowdstrike, Nutanix, Palo Alto Networks, Meta, Google, Slack, and others.

Our company values are:
  • Think Deeply and Use Sound Reasoning
  • Step Up and Take Ownership
  • Continuously Learn and Grow
  • Obsess About Customers
  • Enjoy the Journey
  • Reach for Ambitious Goals

Cyberhaven is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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