Customer Success Manager - Cybersecurity SaaS, Equity

Black Kite; Boston (MA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Equity

Flexible healthcare options

Paid time off

Retirement savings programs

Job summary

Black Kite seeks a dynamic Customer Success professional in Boston to manage accounts, nurture executive relationships, and drive value through strategic expansions. You will allocate time to high-priority goals and collaborate with cross-functional teams to ensure customer success in a fast-moving cybersecurity SaaS environment.

The role requires 3–5 years of relevant experience, strong communication skills, and proficiency with CRM/CS tools like Salesforce.

Qualifications

• 3–5 years of relevant experience in customer success or SaaS.
• Experience in CRM/CS tools.
• Strong communication and presentation skills.
• Detail-oriented and able to multitask with minimal supervision.

Responsibilities

• Build strong relationships with economic buyers, business champions, and technical champions.
• Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty.
• Onboard new customers.
• Provide follow-up training to existing and new customers.
• Use and leverage CRM tools (e.g., Salesforce).
• Use and leverage Customer Success tools (e.g., Gainsight, Vitally).
• Identify and qualify expansion opportunities resulting in elevated relationships.
• Work with internal teams to resolve any technical issues and improve the product to meet customer demands.
• Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics.
• Analyze platform usage data and help devise strategies leveraging our software to increase platform engagement.
• Remain current on relevant industry and internal company products, pricing, markets, and developments.

Skills

Customer success

Strong communication

Presentation skills

Tools

Salesforce

Gainsight

Vitally

Job description

Black Kite seeks a dynamic Customer Success professional in Boston to manage accounts, nurture executive relationships, and drive value through strategic expansions. You will allocate time to high-priority goals and collaborate with cross-functional teams to ensure customer success in a fast-moving cybersecurity SaaS environment.

The role requires 3–5 years of relevant experience, strong communication skills, and proficiency with CRM/CS tools like Salesforce.