Customer Success Manager - State of Washington

Customer Success Manager - State of Washington We are an AI-driven cybersecurity startup redefining how organizations identify, prioritize, and eliminate risk before it becomes a threat. We partner with enterprise and government organizations worldwide to strengthen resilience against rapidly evolving cyber threats. Why This Role Matters at Securin You will have the autonomy to influence the product roadmap, directly impacting the success of some of our customers. Be an internal and external enabler of the Securin Platform. Role Overview Securin is looking for a strategic, technical, and customer-obsessed Customer Success Manager . This is a high-visibility role designed to serve our most complex and key/strategic clients. You will dive deep into the customer’s tech stack, solve complex integration hurdles, and act as the ultimate bridge between the customer’s business needs and our Engineering and Product teams. Your mission is to turn the Securin platform into an indispensable part of their daily operations. Key Responsibilities 1. Strategic Technical Advisory & Value Realization Customer Advisory: Partner with strategic accounts to map business use cases to Securin’s capabilities, leading technical work streams for complex configurations and API integrations. ROI & Compliance: Conduct value audits to ensure maximum ROI and act as a trusted advisor to CISOs, translating compliance frameworks into technical value. Act as the Voice of the Customer by synthesizing feedback into product requirements and serving as an SME to minimize friction between customer needs and engineering builds. 3. GTM & Advocacy Lead beta programs and identify success stories to be transformed into marketing content like case studies and white papers. 4. Executive Advocacy around Pen Testing, VMaaS, and Securin Platform Executive Advocacy: Lead high-impact business reviews that tie performance to business objectives and architect deep integrations to ensure platform stickiness. Vulnerability Management: Translate technical findings from VMaaS readouts and Pen Testing into actionable business risk and value metrics for executive sponsors. 5. Retention and Renewal Own the renewal process when no Account Manager is assigned, collaborating with the Renewals Manager. Where an Account Manager is present, focus on delivering solution and technical value. 6. Risk Management and Escalations Proactively identify technical environment risks and lead critical issue resolution. Act as the primary technical point of contact for the CISO, ensuring clear communication and "path to green" alignment, including during leadership changes. Conduct monthly adoption audits to monitor operational integration. Proactively mitigate churn by identifying indicators like low feature usage or leadership shifts, and lead "New Executive Briefings" within 15 days to re-establish platform value. What Success Looks Like (KPIs) NPS: Maintaining a consistent NPS of 60+ within your assigned book of business. Adoption Depth: Increasing the usage of "sticky" features and integrations across the Securin platform. CSM Retention: Reducing technical burnout for Customer Success Managers by handling high-level technical escalations and solution design. Reference-ability: Converting key/strategic logos into vocal advocates and public-facing case studies. Requirements Qualifications The preferred candidate for the role will be based out of the State of Washington. Education & Experience: Bachelor’s degree in Computer Science or a related field; significant experience in Cyber Security. 2 years of experience is preferred. Industry Knowledge: Experience working with high-growth tech and large-scale industrial or retail operations. 2 years of experience is preferred. Technical Proficiency: Deep understanding of SaaS integrations, APIs, and security infrastructure. Communication: Ability to translate "Engineering-speak" into "Business-value" for C-suite executives. Empathy: A genuine passion for solving customer pain points and a "champion" mindset. Medical Insurance Multiple plan options with low deductibles and competitive rates for individuals and families. High and low plan options with 100% coverage for preventive care. Vision Insurance Coverage for exams, glasses, and contacts with generous allowances. Life & AD'D Insurance Company-paid basic life insurance; optional supplemental coverage for employees and dependents. Short-Term & Long-Term Disability Income protection up to 60% of earnings for qualifying disabilities. Flexible Enrollment with Rippling Easy online platform for managing benefits and life event changes. #J-18808-Ljbffr Securin