Cybersecurity Customer Success Manager

11 hours ago

New York, New York, United States CRM Force Full time
About the Role

The Customer Success Manager will be a key member of our highly profitable and fast-growing Cybersecurity organization, providing one-of-a-kind solutions in Cyber Threat Intelligence, Cybersecurity, and Anti-Fraud. This role will be responsible for owning the post-sales customer lifecycle, including customer onboarding, managing and growing lasting customer relationships, customer renewals, customer retention, customer integrations, and customer feedback.

About You
  • Strong background in Customer Success, preferably in an early-stage organization or starting one from scratch
  • Experience working for a Cybersecurity, Cyber Threat Intelligence, or Fraud Detection company
  • Individual Contributor with a willingness to roll up sleeves and take ownership
  • Experience working with small agile teams, preferably in start-up environments
  • Solid understanding of CRM and Workflow Management platforms
  • Dependable, self-starter, self-motivated, independent, and proactive in keeping leadership and stakeholders informed
  • Exceptional customer communication skills
  • Passion for Cyber, threat intel, and fraud prevention
  • Great sense of humor
  • Doer mentality, comfortable rolling up sleeves and being part of the team
  • Love for the Customer Success Function
Preferred/Plusses
  • Prior success formalizing and growing new Customer Success functions within start-up environments
  • Prior cybersecurity start-up experience
  • Experience in selling cyber threat intelligence solutions, cyber data, API/Data
What You'll Be Doing
  • Develop and execute a customer onboarding and communications process
  • Provide integration and technical support to customers
  • Own and manage the customer contract renewal process and related communications
  • Develop tools and resources to facilitate onboarding for Enterprise Procurement Teams
  • Coordinate with Finance and accounting teams to ensure smooth customer invoicing and payment
  • Use CRM and other account management software to roadmap, track, and analyze customer communications
  • Collaborate with legal team to review customer contracts and/or compliance requirements
  • Collect and report on customer feedback, recommendations, and satisfaction
  • Provide input to the development of various team management and self-service customer support portals

This position will start off as an individual contributor and over time will turn into a player/coach role and growing the Customer Success Team.

About the Company

We are a highly successful 8+ year old cybersecurity start-up that provides a one-of-a-kind solution focused around Cyber Threat Intelligence and Fraud Prevention. We are a debt-free, highly profitable, yet small and agile company, at a point where we need to grow our team and formalize some functions. We are a private company, have grown organically, focus on always doing the right thing, valuing Ethics and Integrity.

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