Luxury Concierge Specialist

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

Nail the luxury interview. Look sharp with 20% off designer sunglasses.

NetSPI® pioneered Penetration Testing as a Service (PTaaS) and leads the industry in modern pentesting. Combining world-class security professionals with AI and automation, NetSPI delivers clarity, speed, and scale across 50+ pentest types, attack surface management, and vulnerability prioritization. The NetSPI platform streamlines workflows and accelerates remediation, enabling our experts to focus on deep dive testing that uncovers vulnerabilities others miss. Trusted by the top 10 U.S. banks and Fortune 500 companies worldwide, NetSPI has been driving security innovation since 2001.

NetSPI is on an exciting growth journey as we disrupt and improve the proactive security market. We are looking for individuals with a collaborative, innovative, and customer-first mindset to join our team. Learn more about our award-winning workplace culture and get to know our A-Team atwww.netspi.com/careers .

As the Associate Customer Success Manager will lead the client's onboarding experience,adoption of our SAAS delivery platform, andenrichthe customer journey. This role works closely with various levels of security professionals ranging from the CISO to Development Operations teams, across companies of all sizes – requiring confidence and comfort in working across all levels to recognize and understand eachpersona and theirunique needs.Success in the CSMrole will leveragetools, techniques, processes,setting proactive meetings and follow-ups;this position is focused on partnering with clients to learn their use cases, train them on our softwareand service(s)for efficient usage, and assist with renewals.

Even though this is a front-line role working with clients every day, it is also a key role internally partnering across all internal NetSPI teams. The Customer Success Manager’s mission and focus is to ensure our clients receive the highest level of service.

Responsibilities:

• Partner with customers to build strong, long-term, value driven relationships
• Proactively drive client adoption of softwareand 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 softwareand 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

Minimum Qualifications:

• 2+ years of experience inpre/post-salesaccount 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 executetasksin a fast-paced environment
• Strong aptitude for self-studyincludingbut not limited tolearning new technologiesand processes
• Diploma; or equivalent combination of education and experience in a related field

Preferred Qualifications:

• Direct experience managing the delivery of SaaS solutions
• Previous experience in a Penetration Testing, Vulnerability Management, orCyber Security Services organization
• Abilityto earn and nurture trusted advisor relationships with customer executives to drive increased customer health
• Can prepare and effectively present complex technical topics to non-technical and executive level audiences

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·