Customer Success Manager

Avertium is the security partner that companies turn to for end-to-end Cybersecurity solutions that attack the chaos of the cybersecurity landscape with context. By fusing together human expertise and a business-first mindset with the right combination of technology and threat intelligence, Avertium delivers a more comprehensive, more programmatic approach to cybersecurity - one that drives action on the ground and influence in the boardroom. That's why over 1,200 mid-market and enterprise-level organizations across 15 industries turn to Avertium when they want to be more efficient, more effective, and more resilient when waging today's cyber war. Show no weakness.

Job Summary:

Customer Success Managers are responsible for each step of the customer journey, all visibility and factors building to retention and consistent expansion of Avertium's Cybersecurity Solutions. The Customer Success Manager manages a portfolio of strategic customers and serves as a trusted advisor between customers and internal Avertium teams. The CSM primary goal is to be a key resource in delivering Avertium' s commitment to exceptional customer advising, support, retention and expansion of services based on their customer security requirements and business objectives. The CSM acts as a champion for their customers, striving to build long-term relationships and realization of security value, while translating the needs and evolution of their customer's voice. Lastly, the CSM partners with Sales, Service Delivery and Operations to identify and execute opportunities to leverage the Avertium services portfolio and to grow the customers' footprint.

Key Responsibilities:

• Drive strategy and execution for both gross and net revenue retention across a population of strategic customers, while also maintaining a risk register and delivery pulse for assigned managed services customers in a given region.

• Achieve targets based on retention, upsell/cross sell and overall gross/net retention

• Maintain updated account dashboards, systems and notes internally and in necessary systems, ensuring strong communication and advocacy for customer outcomes

• Work closely with regional and company leadership to drive and improve customer workflows on a daily, weekly and quarterly basis.

• Partner with Service Delivery Managers on technical requests, customer issues and resolution timelines.

• Organize and manage ongoing customer initiatives, ensuring accountability, communication and timeliness of communications and necessary outcomes on customer needs

• Serve as the key conduit between go-to-market teams and service delivery teams for customer needs and priorities

• Proactively guide a dedicated portfolio of clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and services.

• Build strong, trusted, and influential relationships with customers and the Avertium internal teams.

• Develop and maintain effective communication with customers on a regular basis

• Prepare and deliver Monthly and Quarterly Business Review with customers focusing on values and partnership growth strategy

• Research, and keep current on, relevant client topics such as program background, Avertium developments, media reports, and developments across industry verticals.

• Proactively follow-up with customers to ensure a positive experience using our solutions and promote new features and functionality specific to their user experience

• Drive account expansion opportunities by guiding support to lead to Avertium available services when possible

• Connect customers for training opportunities, visibility, and health when appropriate

• Partner with Sales to renew customer contracts, create up-sell and cross-sell opportunities

Qualifications:

• 3+ years relevant customer success experience with any relevant industry experience (e.g. security, cloud, on-prem, or managed hosting environments) highly desirable.

• Strong written and verbal communication skills

• Excellent organization and time management skills

• Ability to learn and apply technical expertise with new and existing platforms

• Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills

• Ability to navigate complex sales processes with multiple decision-makers

• Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings

• Excellent ability to present and handle difficult situations with a key focus on retention, upsell, and renewal experience with customers

• User experience and knowledge with a CRM platform, Client Success tools, ability to use Microsoft Suite of tools

• Ability and willingness to travel at least 25% of the year.

In addition to a career in the challenging world of computer and network security, Avertium offers competitive salaries, full benefits, participation in 401(k), and opportunities for professional growth and development. We offer the opportunity to work with cutting-edge security technologies in a stimulating work environment.

Avertium is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.