Cybersecurity SaaS Customer Success Manager – ROI Focus

Critical Start, Inc.; Washington (District of Columbia); In loco; USD 80.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

Unlimited PTO

401(k) matching

Life Insurance

Descrizione del lavoro

Critical Start, Inc. is seeking a Customer Success Manager to guide clients through their post-sales journey, ensuring continued value and renewal. You will build strong relationships, drive outcomes, and collaborate with Product, Marketing, and Security Operations to align on customer goals.

The role emphasizes proactive engagement, measurable ROI, and a high-trust, high-impact team. This position is based in the United States with on-site work expectations.

Competenze

• 5+ years of experience in customer success, account management, or a related role.
• Proven ability to manage multiple customer accounts with retention focus and measurable outcomes.
• Strong communication and presentation skills, both written and verbal.
• Experience with customer success tools like Gainsight or Salesforce.
• Problem-solving and project management skills with a proactive approach to customer challenges.
• Ability to collaborate across teams and elevate issues effectively when necessary.

Mansioni

• Delivering Customer Value: Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle. Build strong relationships by understanding customer needs and showcasing success stories.
• Customer Engagement: Conduct regular reviews, including Quarterly Business Reviews (QBRs), to highlight measurable results, ROI, and alignment with customer objectives. Maintain proactive communication to address customer challenges and identify areas for improvement.
• Risk Management: Monitor customer satisfaction and identify potential risks to their success. Implement strategies to mitigate risks and resolve escalations effectively.
• Cross-Functional Collaboration: Partner with internal teams, such as Product, Marketing, and Security Operations, to incorporate customer feedback and improve service offerings. Support process improvements and share best practices to enhance the overall customer experience.
• Special Projects: Participate in initiatives that improve team efficiency and contribute to knowledge-sharing across the organization.

Conoscenze

Customer success

Account management

Communication

Cross-functional collaboration

Problem solving

Strumenti

Gainsight

Salesforce

Descrizione del lavoro

Critical Start, Inc. is seeking a Customer Success Manager to guide clients through their post-sales journey, ensuring continued value and renewal. You will build strong relationships, drive outcomes, and collaborate with Product, Marketing, and Security Operations to align on customer goals.

The role emphasizes proactive engagement, measurable ROI, and a high-trust, high-impact team. This position is based in the United States with on-site work expectations.