Customer Success Manager (Remote)

Job description

We’re specifically looking for a customer success manager who will be a champion for our customers in the areas of onboarding, customer success, growth and solution best practices.

As a member of our customer success team, you will help craft the company’s customer success strategies, build strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences.

Our ideal candidate is passionate about working closely with stakeholders to creatively find and implement GRC solutions, improve relationships and be an empathetic voice for our customers.

Objectives of this Role

• Own overall relationship with assigned clients, which includes managing their onboarding and implementation, ongoing training on new capabilities, increasing adoption and value add, ensuring retention, maximize partnership growth and high levels of customer satisfaction
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Manage renewals and help manage potential upsells and growth opportunities
• Constantly grow your understanding of each client (business/ deployment/ technology environment) and their use of Vendict to ensure maximum value
• Align and formalize a success plan with each client to achieve optimal time to value and adoption KPIs 
• Manage escalations effectively and ensure the needed attention is provided. 
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed

Required Skills and Qualifications

• 5+ years experience as a Customer Success/ Account Management In B2B, SaaS, and technology-oriented software company
• Proven track record in retaining and upselling 5 or 6-figure deals
• Knows customer success best practices and has followed them previously
• Strong verbal and written communication and strategic planning
• Analytical and process-oriented mindset
• Assertive, out of the box thinker, CAN DO approach, empathetic
• Proven ability to juggle multiple customer success projects at a time, while maintaining sharp attention to detail

Must Have

• Prior experience in the Cybersecurity/GRC space 
• Prior experience in a startup company
• Proven track record in managing Enterprise 6-figure ARR customers