Customer Success Manager

Customer Success Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Success Manager based in the United States.

As a Customer Success Manager, you will own the post-sales customer journey, building strong relationships with enterprise clients and ensuring their long-term success. You will oversee onboarding, drive product adoption, and develop strategic success plans that align the platform with each customer's business needs. Through proactive engagement, regular business reviews, and risk management, you will strengthen customer satisfaction, improve retention, and minimize churn. This quota-carrying role combines relationship management with commercial responsibility for renewals and account expansion. You will collaborate with Product, Compliance, and Customer Support teams to resolve customer challenges and influence product improvements. Working in a fast-growing cybersecurity environment, you will help organizations protect sensitive information and meet critical regulatory requirements. This is an opportunity to make a measurable impact on customer outcomes while contributing to a high-growth business focused on secure communication and enterprise compliance.

Accountabilities:

• Customer Onboarding and Relationship Management: Lead the post-sales customer journey, welcoming new clients, building trusted relationships, and managing ongoing engagement to ensure successful platform implementation and continued satisfaction.
• Adoption and Success Planning: Develop collaborative success plans with customers, identify opportunities to increase product usage, and provide guidance on features and functionalities that address their business needs.
• Customer Engagement: Conduct regular check-in calls, strategic business reviews, and proactive outreach to assess customer satisfaction, monitor progress, and strengthen long-term partnerships.
• Retention and Churn Prevention: Monitor account health, identify potential retention risks early, and implement targeted action plans to resolve challenges and improve customer outcomes.
• Renewals and Account Expansion: Manage monthly renewal and expansion orders, identify opportunities to grow existing accounts, and consistently achieve assigned sales quotas.
• Cross-Functional Collaboration: Partner with Product, Compliance, and Customer Support teams to troubleshoot issues, report bugs, communicate customer feedback, and contribute to continuous product improvement.
• Customer Advocacy: Represent the voice of the customer internally, translating client needs and experiences into actionable recommendations that enhance the platform and overall customer experience.
• Performance and Account Ownership: Manage a portfolio of enterprise accounts, maintain clear success plans for key customers, ensure new clients become active users, and establish consistent processes for account engagement and commercial growth.

Requirements:

• Education: Bachelor's degree in a relevant field.
• Professional Experience: At least 3 years of experience in customer success, account management, or a related customer-facing role, preferably in a quota-carrying environment.
• Customer Relationship Management: Proven ability to build and maintain strong customer relationships, manage multiple enterprise accounts, and drive customer satisfaction, retention, and expansion.
• Commercial Acumen: Experience managing renewals, identifying account growth opportunities, and working toward measurable sales or revenue targets.
• Technical Aptitude: Ability to understand technical products, explain features clearly, and help customers connect product capabilities with their operational and business requirements.
• CRM Proficiency: Experience using Salesforce and HubSpot to manage customer relationships, track account activity, and support commercial processes.
• Communication Skills: Excellent verbal and written communication skills, with the ability to conduct effective customer meetings, lead business reviews, and collaborate with internal stakeholders.
• Problem-Solving and Initiative: A proactive, self-directed approach to identifying challenges, developing creative adoption strategies, mitigating churn risks, and following through on solutions.
• Collaboration and Teamwork: Ability to work effectively across departments, share customer insights, and contribute to a collaborative, customer-focused environment.
• Customer-Centric Mindset: A genuine commitment to understanding customer needs, delivering value, and ensuring successful long-term outcomes.
• Adaptability: Comfort working in a fast-growing technology environment where priorities evolve and continuous improvement is encouraged.

Benefits:

• Competitive annual salary: $105,000$120,000 for remote candidates based on the East Coast.
• Competitive compensation package: Compensation and benefits designed to attract and retain top talent.
• Remote work flexibility: The opportunity to work remotely within the United States, with the stated salary range applying to East Coast candidates.
• Meaningful professional impact: Help enterprise customers protect sensitive information, strengthen cybersecurity, and meet defense industry compliance requirements.
• High-growth environment: Join a profitable, rapidly expanding technology business investing in the development of a world-class customer organization.
• Career development opportunities: Gain experience in customer success, enterprise account management, cybersecurity, and regulatory compliance.
• Cross-functional collaboration: Work closely with Product, Compliance, and Customer Support teams to influence customer outcomes and product development.
• Inclusive workplace: Contribute to a professional environment that values diversity of experience, perspectives, and backgrounds.