Senior Customer Success Manager

5 months ago

San Francisco, United States Balbix Full time

As a Senior Customer Success Manager, you will be working directly with customers to help identify their Cyber Risk management requirements, determine how Balbix can help meet those, implement the solution and help them derive the desired outcomes. This is a highly consultative and visible role directly influencing adoption, expansion and advocacy metrics. You will: - Serve as the primary point of contact for customers throughout their entire journey: from onboarding, through adoption, support, expansion, and renewals - Develop a trusted advisor relationship with customer stakeholders and executive sponsors - Proactively engage with your customers in driving business outcomes, identifying and eliminating roadblocks to a successful adoption - Create and deliver on success plans built around the customer’s desired outcomes and drive product adoption and growth - Lead various customer engagement activities including QBRs, onboarding meetings, renewals management etc. - Develop / refine Customer Success playbooks or maximum effectiveness and efficiency - Lead growth by identifying upsell or cross-sell opportunities into new use cases and teams - Measure, track and deliver on various CS metrics including adoption, expansion, advocacy, customer satisfaction, project progress, usage etc. Requirements: - Bachelor's / Master’s degree in computer science or related technical field - 5+ years of experience of which minimum 3+ years experience working in customer-facing roles like CSM / TAM - Knowledge of cyber security domain required - Outstanding presentation and communication skills - Experience directly working with senior customer stakeholders (up to CXO levels) - Passion for problem solving and strong organizational skills - Experience with Big4 consulting is a big plus

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