Customer Success Manager

3 weeks ago

Atlanta, United States AlgoSec Full time

AlgoSec is looking for an experienced Customer Success Manager for the Americas. Our Customer Success Manager will partner closely with customers to determine their business needs and challenges to ensure AlgoSec products are deployed successfully and are driving business value. This role is part consultant, project manager and product specialist, focusing on driving value and success with AlgoSec’s products.

Reporting to:Director of Global Customer Success

Location:Remote (US)

Direct employment

Responsibilities:

  • As a Customer Success Manager (CSM), you are a critical part of the Customer Success Organization. Your role will be directly tied to value generation for our customers, by helping them develop the right strategy to onboard, adopt, and successfully utilize AlgoSec's products to achieve their desired outcomes. The results of a CSM's efforts should lead to healthy, adopted, referenceable customers that achieved value-based outcomes and are eager to expand their use of AlgoSec across their organization.
  • The CSM will need to develop cross-functional knowledge that spans IT Security, Network Security, Network Services, IT Operations, Infrastructure, and Application Portfolio Management practices. Your ability to partner with all teams within AlgoSec (Sales, Professional Services, Support, Product Management, Engineering, Project Management, etc.) to drive a strategic roadmap for your customers will be vital to your success.
  • Customer Adoption - Understand customer adoption issues and deliver success plans to increase adoption health where required to ensure that all customers are wildly successful with AlgoSec's solutions.
  • Renewals – Partner with the Renewals Management team to tie adoption health to renewal and ensure that value is being delivered such that customers can quantify and justify renewing their investment with AlgoSec. Identify churn risk early on and execute risk mitigation strategies to enable retention.
  • Expansion - Work closely with internal teams and external stakeholders to understand where expansion opportunities exist. Partner with sales on quantifying expansion opportunity and executing purchase.
  • Become a “Trusted Advisor” with relevant customer stakeholders, while working seamlessly with our account teams to extend AlgoSec’s reputation and position as a vendor.
  • Develop tailored customer success plans that guide the customer through healthy adoption and utilization of AlgoSec’s products. It is critical to understand each customer’s goals and align the success plan to the customer’s desired outcomes.
  • Partner with sales organization to bring relevant success stories forward and help prospects understand the “art of the possible”.
  • Position service offerings to your customers based on their needs and level of adoption maturity.
  • Monitor the Adoption Health across all accounts within your portfolio and generate a quarterly improvement plan to drive adoption score increases.
  • Marshall the support of a cross-functional organization to successfully onboard a customer quickly and with the highest quality possible.
  • Drive higher customer satisfaction across your portfolio as evident by the average NPS score for the portfolio that will be inspected quarterly.
  • Identify product or feature gaps, coordinate responses and timelines with the AlgoSec product team and successfully position delivery within the project.
  • Host internal and customer-facing kickoff meetings and establish expectations and obtain necessary resources and support for this project.
  • Advise and consult on best-practices, lessons learned, and strategies that will provide maximum benefit to our customers as they adopt our adaptive security solutions.
  • Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository.
  • Assume ownership for the accounts throughout the customer journey host Executive Business Reviews (EBR’s) with customers to ensure consistent touch with Executive Sponsors, Champions, and other key stakeholders within the portfolio.
  • Be a leader in advocating for the customer internally.

Requirements:

  • 3-5 years of experience in customer success, or a similar position in an enterprise software company. Preferred focus on network security, system integrator) and/or renowned security partner company.
  • Must have a track record of working with Strategic & Enterprise level customers with demonstratable results.
  • Must have a customer first approach and be highly motivated and visible to customers through meeting calls and visits.
  • Strong consulting and project management skills with proven results working as a reliable advisor to drive business value for customers.
  • Passionate about driving and tracking consistent engagement process with customers, highly data-driven with a dedication to following the process.
  • Ability to empathize with people to understand their needs and conveys a sense of urgency when servicing customers’ needs.
  • Strong computer, written and interpersonal communications and presentation skills.
  • Adaptable to change in a dynamic, fast changing company and ability to work in environments with high levels of ambiguity.
  • Experience with Salesforce.com and Gainsight will be an added advantage and desirable.
  • Should be open to travel if required both for customer meetings and company requirement.

AlgoSec is an Equal Opportunity Employer (EEO), committed to creating a friendly, inclusive environment that is a pleasure to work in, and where there is an unbiased acceptance of others. AlgoSec believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision.

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