Customer Success Manager

Cerby; United States; Remote; USD 90,000 - 135,000; Full time

Job summary

Cerby is seeking a Customer Success Manager to partner with customers, advocate for their needs, and strategically drive value from Cerby's security and identity solutions.

You will guide customers through the lifecycle, collaborate with account executives and product teams, conduct business reviews, collect feedback, and help renewals and expansion while improving our customer processes. You will also become a Cerby product expert and be the voice of the customer inside the company.

Qualifications

• Minimum 5+ years managing a book of business in a SaaS role servicing strategic customers.
• Experience with enterprise customers and renewals/expansion targets.
• Strong written and verbal English; additional language a plus.
• Ability to ask insightful questions and define customer value.
• Familiarity with web technologies and identity/security domains.

Responsibilities

• Guide customers through lifecycle with focus on value delivery and renewals.
• Collaborate with account executives, onboarding, solutions, product, engineering, and support.
• Lead business reviews and present security strategies to customers.
• Develop and optimize customer success processes and initiatives.
• Advocate for the customer and collect feedback to improve Cerby’s offerings.

Skills

SaaS account management

Enterprise customers

English communication

Cross-functional collaboration

Business reviews

Web technologies

Revenue retention

Process improvement

Identity & Access Security

Tools

CRM systems

Communication tools

Job description

About the role

At Cerby, we believe there is a better way for people to use cloud applications and securely share access with others. Our Customer Success team ensures our customers fully utilize our solution to build a secure environment while enabling company users to manage their applications.

We are looking for a Customer Success Manager who can become a partner, advocate, and strategist who will increase our product’s proven value to the customers’ business.

What you’ll do

• Guide customers proactively through our customer lifecycle with a focus and delivering value, expanding their use of our solutions, and managing renewals.
• Partner cross-functionally with our account executives, onboarding, solutions, product, engineering, and support teams.
• Prioritize and regularly engage with customers through business reviews to present strategic security strategies.
• Become a Cerby product expert. Maintain a detailed understanding of our products and services, and suggest the best strategies to meet customer needs.
• Act as the voice of your customers. Collect customer feedback, review and manage concerns, and advocate for all aspects of the customer experience with Cerby.
• Create and optimize existing processes within the company and actively enhance our Customer Success initiatives.

Qualifications

• A proven track record of success (pun intended) with a minimum 5+ years experience managing a book of business in a SaaS role servicing customers through strategic engagements.
• Experience working with enterprise customers.
• Ability to communicate concisely and foster positive business relationships (English required, a second language is a plus) via video calls, email, and other collaboration tools.
• A passion for customer discovery. You know how to ask insightful, open-ended questions to discover if solutions will provide customers with tangible business value.
• An intermediate or advanced understanding of web technologies.
• Accountability & integrity along with personal organizational skills are essential.
• Experience establishing and managing milestones that keep customers and internal team members on track.
• Experience managing revenue retention and/or expansion targets as your key metrics.
• Experience analyzing and optimizing existing processes in a Customer Success or similar team.
• Experience working within the Identity and Access Security space is a plus.