Elite Cybersecurity SaaS Customer Success Manager

Wayfair; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

NetSPI is seeking an Associate Customer Success Manager to lead client onboarding, drive adoption of our SAAS delivery platform, and guide the customer journey across security teams from CISO to DevOps.

In this front-line, cross-functional role you will train users, gather use cases, manage renewals, and partner with Account, Product, and Delivery teams to ensure exceptional service and measurable value for our clients.

Qualifications

• 2+ years of experience in pre/post-sales account management, customer success, project management, or similar role driving customer success in a Services or Software company.
• Proven customer management skills with large and complex accounts.
• Excellent communication and presentation skills.
• Self-starter with strong organization and time management skills.
• Passionate about driving and tracking a consistent engagement process across all customers.
• Experience with managing customer expectations to produce positive outcomes and value for NetSPI customers.
• Able to identify, organize, prioritize and execute tasks in a fast-paced environment.
• Diploma; or equivalent combination of education and experience in a related field.

Responsibilities

• Partner with customers to build strong, long-term, value driven relationships
• Proactively drive client adoption of software and service(s) through customer meetings, including delivering presentations, training, and on-site support as needed
• Develop a deep understanding of penetration testing programs, the vulnerability management lifecycle, and the security challenges faced by customers, to appropriately map features and benefits to address a customer’s business need
• Identify, manage, and escalate risks to the Account team to achieve client success, renewal, and longevity
• Identify and communicate client use-cases for upsell and future product enhancements
• Develop, monitor, and report on key performance metrics around software and service(s) adoption, usage, client satisfaction, and customer engagement
• Create and maintain positive and collaborative relationships with Account Teams, PMO, Product Management, and Delivery
• Maintain subject matter expertise in the objectives and delivery of 2 or more NetSPI's service offerings, products, and capabilities
• Provide white-glove service to our clients

Skills

Customer success

Account management

Communication skills

Presentation skills

Time management

Education

Diploma or equivalent education

Job description

NetSPI is seeking an Associate Customer Success Manager to lead client onboarding, drive adoption of our SAAS delivery platform, and guide the customer journey across security teams from CISO to DevOps.

In this front-line, cross-functional role you will train users, gather use cases, manage renewals, and partner with Account, Product, and Delivery teams to ensure exceptional service and measurable value for our clients.