Customer Success Manager

SecureW2 is a SaaS Cybersecurity company pioneering the development of certificate-driven enterprise security. We specialize in passwordless security for wired, wireless, VPN, and ZTNA, and application security, ensuring an organization is protected from credential and data theft.

Our clientele ranges from Peloton, Symantec, STMicroelectronics, The Pokemon Company, Glassdoor, American Red Cross, Freshworks, Harvard University, and rapidly growing organizations across the globe.

What do we look for

We are seeking an experienced Customer Success Manager who is passionate about building strong client relationships and ensuring the success of our customers. This role is crucial for someone adept at understanding customer needs and enhancing their satisfaction and loyalty through proactive support and strategic account management.

Reporting to the VP of Sales, the ideal candidate will be a dynamic communicator, skilled at problem-solving, and driven to achieve customer goals and retention.

Key responsibilities

• Develop and maintain strong relationships with customers, acting as their trusted advisor and primary point of contact.
• Understand each customer’s unique needs and business objectives to ensure that SecureW2’s solutions align effectively.
• Conduct regular check-ins and account reviews to assess customer satisfaction and identify opportunities for growth and improvement.
• Collaborate with the sales, support, and technical teams to coordinate customer onboarding and ongoing support, ensuring a seamless customer experience.
• Develop success plans that outline the customer’s goals, key performance indicators, and the strategies to achieve them.
• Proactively identify and address any issues that may affect customer satisfaction and loyalty, escalating as needed to ensure a rapid resolution.
• Drive customer advocacy and retention by delivering ongoing training and development resources, product updates, and strategic advice.
• Monitor customer health metrics and develop strategies to enhance their success and engagement.
  

Our offer to you

• Competitive compensation package including a robust base salary plus performance-based incentives.
• Comprehensive benefits package including:
  • Paid time off
  • Health insurance
  • Health savings account
  • Life insurance.
• Company Stock Appreciation Rights
  

Job requirements:

• Bachelor’s degree in Business Administration, Marketing, Computer Science, or a related field.
• 5 years of experience in customer success, account management, or a similar role in the Cybersecurity industry.
• Exceptional communication and interpersonal skills, with the ability to manage and influence various stakeholders.
• Strong analytical skills to evaluate data trends and customer health indicators.
• Proven track record of maintaining high customer satisfaction and enhancing customer relationships.
• Preferred: Experience with cybersecurity products and a deep understanding of IT and network security.
  

This role is ideal for a customer-focused professional who thrives in a collaborative environment and is committed to driving the success and satisfaction of our customers.