Success Strategist

4 days ago

New York, New York, United States Resilience Full time

About Us

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Resilience is a pioneering cyber risk company that's transforming the way organizations approach cyber resilience. With a strong foundation in the US military and intelligence communities, we've developed innovative solutions to help middle to large market enterprises improve their cyber resilience.

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Our team is passionate about delivering exceptional customer experiences and driving business outcomes. We believe that every organization deserves to be protected against cyber threats, which is why we've created a comprehensive platform that connects cyber insurance coverage with advanced cybersecurity visibility.

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As a Customer Success Manager at Resilience, you will play a critical role in ensuring the success and satisfaction of our clients. Your primary responsibility will be to build and maintain strong relationships with key stakeholders, understand their needs, and strategize to drive long-term value and loyalty. You will also serve as the primary point of contact for assigned accounts, leveraging your expertise to identify opportunities for growth and improvement.

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Key Responsibilities

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  • Develop and execute Customer Success strategies to maximize retention, expansion, and satisfaction among our client base.
  • Serve as the primary point of contact for assigned accounts, building trusted advisor relationships with key stakeholders.
  • Conduct regular business reviews with clients to review performance, identify opportunities, and align on goals and priorities.
  • Collaborate cross-functionally with Sales, Product, Underwriting, & Marketing to ensure a seamless customer experience and drive customer outcomes.
  • Proactively identify and address any issues or concerns raised by customers, working to resolve them in a timely and satisfactory manner.
  • Monitor customer health metrics and usage data to identify trends, risks, and opportunities for improvement.
  • Lead efforts to upsell or cross-sell additional products or services to existing customers based on their needs and usage patterns.
  • Advocate for customer needs and feedback internally, influencing product roadmap and development priorities.
  • Mentor and coach junior members of the customer success team, providing guidance and support as needed.
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Requirements

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To succeed in this role, you will need:

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  • 3-5 years of experience in customer success with a proven track record of driving customer satisfaction & retention.
  • Experience with cyber security preferred.
  • Excellent communication and interpersonal skills, with the ability to build rapport, influence others, and negotiate effectively.
  • Strong strategic thinking and problem-solving abilities, with a focus on driving business outcomes and delivering value to customers.
  • Proficiency in CRM software and other relevant tools for managing customer interactions.
  • Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders simultaneously.
  • Passion for delivering exceptional customer experiences and a commitment to continuous improvement and learning.
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What We Offer

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As a member of our team, you can expect:

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  • A competitive salary range of $120,000 - $150,000 per year, depending on experience.
  • Innovative company culture that values collaboration, creativity, and continuous learning.
  • Flexible work schedules that accommodate your needs and preferences.
  • Paid family leave, allowing you to prioritize your loved ones.
  • Paid healthcare benefits, ensuring you and your family have access to quality medical care.
  • 401(k) retirement plan, helping you secure your financial future.
  • Professional development opportunities, enabling you to grow and advance in your career.
  • Flexible paid time off, allowing you to recharge and refocus.
  • Employee referral bonus program, recognizing and rewarding your contributions to our team.
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Accommodations and Accessibility

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We are committed to creating an inclusive and accessible environment for all employees and candidates. If you require any accommodations or support during the application process or while working with us, please let us know.

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