Senior Customer Success Manager - West Coast

ddome; USA; Remote; USD 90.000 - 150.000; Vollzeit

Benefits dieser Stelle

Home-office stipend

Health benefits

27 days PTO + 12 holidays

Zusammenfassung

ddome is seeking a Senior Customer Success Manager to own post-sale success for a portfolio of large enterprise customers using our cybersecurity platform. As a strategic partner, you'll connect customer goals to measurable outcomes, guide adoption, coordinate issue resolution, and help secure renewals and account growth.

You will build trusted relationships with stakeholders, develop success plans, monitor health, and run structured business reviews with cross-functional teams.

Qualifikationen

• Five or more years in customer success management.

Aufgaben

• Build trusted relationships with customer stakeholders and align platform use with their business priorities.
• Develop success plans that support adoption, value realization, and measurable return on investment.
• Monitor account health, identify risks and expansion opportunities, and coordinate plans to address them.
• Lead escalations across internal teams, maintaining customer confidence while driving timely resolution.
• Run structured business reviews that demonstrate results, align decision-makers, and support renewals.
• Work with Sales, Product, Marketing, and Support; bring customer feedback to internal teams to inform product and operational improvements.

Jobbeschreibung

Role overview

Own post-sale success for a portfolio of large enterprise customers using a cybersecurity platform. As a strategic partner, you'll connect customer goals to measurable outcomes, guide adoption, coordinate issue resolution, and help secure renewals and account growth.

Responsibilities

• Build trusted relationships with customer stakeholders and align platform use with their business priorities.
• Develop success plans that support adoption, value realization, and measurable return on investment.
• Monitor account health, identify risks and expansion opportunities, and coordinate plans to address them.
• Lead escalations across internal teams, maintaining customer confidence while driving timely resolution.
• Run structured business reviews that demonstrate results, align decision-makers, and support renewals.
• Work with Sales, Product, Marketing, and Support; bring customer feedback to internal teams to inform product and operational improvements.

Requirements

• Five or more years in customer success management.
• Strong business judgment and ability to connect customer goals with measurable outcomes.
• Skill in analyzing complex challenges, forming clear action plans, and coordinating execution across customer and internal teams.
• Confidence engaging senior stakeholders, communicating insights, and building trust in complex account environments.
• Strong organization, prioritization, and data-driven problem solving in a changing environment.

Nice to have

• Experience in cybersecurity or SaaS.
• Experience supporting enterprise customers and identifying value-based expansion opportunities.

Benefits and work setup

• Fully remote, for candidates based in the United States; includes a $500 home-office setup stipend.
• Medical, dental, and vision coverage; professional development; paid parental leave; 27 days of paid time off plus 12 national holidays; and 401(k) eligibility with matching.