Manager, Customer Success

Pentera; Burlington (VT); Remote; USD 90,000 - 130,000; Full time

Job summary

Join a leading cybersecurity company as a Manager of Customer Success, where you'll lead a team to enhance customer relationships and drive revenue growth. This remote role requires strong leadership skills, extensive experience with high-value accounts, and a passion for customer success in a fast-paced environment.

Qualifications

• 5-8 years of experience in Customer Success or Account Management.
• Experience managing Fortune 500 customers.
• Proven track record in negotiating contracts and driving revenue.

Responsibilities

• Lead and mentor a team of Customer Success Managers.
• Cultivate strong relationships with key stakeholders.
• Lead contract renewal negotiations and drive upsell opportunities.

Skills

Customer Relationship Management

Negotiation

Leadership

Analytical Skills

Problem Solving

Communication

Education

Bachelor's degree in a relevant field

MBA or advanced degree

Job description

Accelerate Your Career in Cybersecurity

Join Pentera and take your career to the next level in cybersecurity. As a leader in Automated Security Validation, we help businesses around the world safely emulate real-world attacks to uncover their vulnerabilities—just like the world’s best red teams. At Pentera, you’ll be at the forefront of cybersecurity innovation, working on advanced tools that challenge organizations' defenses and push the limits of security testing.

With over 350 team members and 1,000+ customers in more than 50 countries, Pentera is a growing company supported by top investors like Insight Partners, K1, and The Blackstone Group.

If you're looking to grow your skills, make a difference, and be part of an innovative team, Pentera is the place for you.

About the role:

Location: Remote - USA - Mountain / Pacific Timezone

Pentera seeks a Manager of Customer Success who excels in cultivating outstanding customer relationships and possesses a unique combination of passion, experience, people-centered leadership, and a proven history of steering organizational change.

As a player / coach, the Manager of Customer Success will lead and mentor a team of customer success professionals, as well as ensure customer satisfaction, retention, and revenue growth through effective relationship management for their own strategic accounts.

Pentera works with some of the largest and most recognizable names in the world and having experience with managing customer relationships inside the Forbes 500 is a must.

This role strongly emphasizes sales renewals and demands regular travel to engage with clients in person across North America, but will primarily focus on accounts in the Mountain and Pacific timezones.

Roles and Responsibilities:

• Lead and inspire a team of Customer Success Managers through guidance, mentorship, and performance management
• Cultivate and maintain strong relationships with key stakeholders at customer organizations, understanding their business goals and challenges
• Act as a trusted advisor to customers, ensuring they realize the full value of the platform and proactively addressing their evolving needs
• Lead contract renewal negotiations, securing mutually beneficial terms
• Collaborate with the sales team to identify and drive upsell and cross-sell opportunities during the renewal cycle
• Develop and implement strategies to improve customer retention and reduce churn, directly impacting revenue growth
• Monitor customer engagement and health metrics to proactively mitigate risk and deliver tailored success plans
• Measure and report on key KPIs, including customer satisfaction, retention rates, and revenue impact
• Cross-collaborate with Customer Operations, Product, and other internal teams to advocate for the voice of the customer
• Regularly travel to customer sites to strengthen relationships and drive strategic alignment
• Work core hours in Mountain and Pacific Time Zones
• Bachelor's degree in a relevant field; an advanced degree or MBA is advantageous.
  
  

Requirements:

Requirements:

• 5–8 years of experience in Customer Success, Account Management, or related roles, with a strong track record of managing high-value customer relationships and renewals
• Prior leadership experience, including team management, coaching, and development
• Experience managing Fortune 500 / Forbes 500 customers
• Experience in cybersecurity or SaaS/tech environments
• Demonstrated success in negotiating complex contracts and driving revenue through renewals and expansions
• Exceptional communication, presentation, and negotiation skills, with executive presence
• Strong analytical and problem-solving abilities; comfortable navigating complex customer challenges
• Willingness and ability to travel frequently for customer engagements
• Bachelor’s degree in a relevant field required; advanced degree or MBA is a plus
  
  

We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome candidates from all backgrounds to join us!