Manager of Customer Success

Pentera; United States; Remote; USD 80,000 - 155,000; Full time

Job summary

Pentera, a leader in Automated Security Validation, is seeking a Manager of Customer Success to enhance client relationships and drive revenue growth. This role involves leading a team to ensure customer satisfaction while managing key accounts, particularly within Fortune 500 companies, and entails significant travel across North America. Ideal candidates will have a strong background in Customer Success, exceptional negotiation skills, and the ability to foster lasting relationships.

Qualifications

• 5-8 years of experience in Customer Success or Account Management.
• Experience with managing Fortune 500 or Forbes 500 customers.
• Prior leadership experience in team management.

Responsibilities

• Lead and mentor a team of Customer Success Managers.
• Cultivate relationships with stakeholders to drive satisfaction and retention.
• Negotiate contract renewals and develop strategies to reduce churn.

Skills

Communication

Negotiation

Analytical Thinking

Problem Solving

Leadership

Education

Bachelor's degree in a relevant field

Advanced degree or MBA

Job description

Direct message the job poster from Pentera

Global Talent Acquisition Partner at Pentera

Location: Remote - USA - Mountain / Pacific Timezone

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:

• 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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales, Business Development, and General Business

• Industries

  Computer and Network Security

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