Manager Customer Success (Remote)

About Our Client

Founded in 2018 in response to high-profile data breaches, the organization strives to restore trust in internet businesses by enabling companies to improve and prove their security. The journey began with automating security monitoring for compliance standards and has continued to evolve into the leading Trust Management Platform. The focus remains on making security continuous and transparent for thousands of companies reliant on robust security foundations.

About Our Client

The company’s mission is to secure the internet and protect consumer data through continuous security monitoring and verification. The Manager, Customer Success will lead a team focused on customer onboarding, engagement, adoption, and health for a growing regional customer base.

The role involves shaping and implementing a customer success program that delivers exceptional experiences, ensuring customers feel supported in improving their security posture. The manager will influence strategy design, adapt delivery through the team, and drive success at every stage to advance the mission of enhancing internet security.

The team values talent, kindness, and a diversity of experience, welcoming individuals with or without prior security backgrounds.

What you’ll do

– Establish a best-in-class Customer Success function — fostering a culture of execution, accountability, and high performance.

– Influence the strategy and design of post-sales functions including implementation, adoption, customer outcomes, and overall customer success.

– Be accountable for key metrics, including revenue retention, customer engagement, and expansion pipeline.

– Drive top-notch customer health metrics through your team, measured by product ROI, value realization, engagement, and NPS.

– Collaborate with cross-functional teams including revenue operations, product, marketing, sales, and recruiting.

– Report to the Director of Customer Success to manage a rapidly growing team and functional unit.

– Thrive in a fast-paced startup environment and contribute to transformational change.

How to be successful in this role

– Have 3+ years of customer-facing experience, including at least 2 years in customer-facing team leadership.

– Previous experience managing Customer Success teams serving 1000+ customers, with experience in scaling these teams 10+ members and beyond.

– Demonstrated track record of building high-performing teams, inclusive of managing team leads and managers.

– Experience in a fast-growing B2B SaaS company.

– Possess deep curiosity about emerging technologies and enthusiasm for cybersecurity.

– A passion for leading, coaching, and building an inspired team through setting vision, unlocking potential, and promoting compassionate accountability.

– Clear and thoughtful communication skills, showcasing strong critical thinking abilities.

– High empathy towards customers with a proven ability to establish long-term customer relationships.

– Excellent problem-solving skills, along with enthusiasm for making a significant impact early on in a startup environment.

What you can expect

– Industry-competitive compensation.

– 100% covered medical, dental, and vision benefits with dependents coverage.

– 16 weeks of fully-paid parental leave for all new parents.

– Health & wellness and remote workplace stipends.

– Family planning benefits through Carrot Fertility.

– 401(k) matching.

– Flexible work hours and location.

– Open PTO policy.

– 11 paid holidays in the US.

– Offices in various global locations.

Salary Range

$160,000 – $188,000. This role may also be eligible for commissions/bonuses, equity, medical benefits, 401(k) plan, and other perks.