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Customer Success Manager

CyCognito

CyCognito

Administration
Canada · Remote
Posted on Thursday, July 11, 2024

Description

As a Customer Success Manager (CSM) at CyCognito, you will be responsible for driving the successful adoption, implementation and retention of our platform by our customers. CSMs manage the overall relationship, ensure customer satisfaction by driving product adoption and value creation with their (assigned) customers. CSMs work closely with their Customer Success Engineer (CSE) to ensure the platform is fully integrated into the day-to-day operations of our customers.

About Us

CyCognito solves one of the most fundamental business problems in cybersecurity: seeing how attackers view your organization, where they are most likely to break in, what systems and assets are at risk, and how you can eliminate the exposure.

Founded by national intelligence agency veterans, CyCognito has a deep understanding of how attackers exploit blind spots and a path of least resistance. CyCognito serves a number of large enterprises and Fortune 500 organizations, including Colgate-Palmolive, Tesco, and many others.

Key Responsibilities

  • Manage complex and diverse portfolio of customers from midsize to large enterprises.
  • Identify customers’ key business objectives and goals associated with their security program and understand how success will be measured by identifying key metrics.
  • Establish and build relationships within customers’ organization, across key business and technical stakeholders and across various customer teams,
  • Onboard new customers and provide enablement to ensure their success,
  • Conduct regular cadence calls (check-ins) to continuously monitor progress,
  • Document customer use cases and develop success plans to help customers achieve value from their investment.
  • Identify potential upsell and cross-sell opportunities within customer accounts.
  • Monitor and track key customer health metrics and proactively address issues.
  • Execute and deliver on Executive Business Reviews (EBRs) on agreed upon schedule.
  • Act as liaison between the customer and our Support, Product, and Engineering teams.
  • Achieve/exceed renewal targets, churn targets and CSAT/NPS targets.

Requirements

Required Skills

  • 4+ years of experience in customer-facing role(s) ideally in a SaaS delivered model.
  • Experience in managing multiple (complex) customer accounts.
  • Excellent communication skills, including English both written and oral.
  • Ability to build strong, deep and meaningful business relationships with customers.
  • Ability to solve problems, resourcefulness and independence.
  • Ability to lead and manage multiple and complex projects, priorities and deadlines.
  • Experience and confidence in speaking in front of partners and major customers.
  • Experience with key platforms such as CRMs (Salesforce), Customer Success Platforms (Gainsight), and other systems such as ticketing (JIRA and ZenDesk), etc.
  • The position is remote, the ability to travel up to 20% is required

Desired Skills

  • Experience in working with early-stage SaaS startups.
  • Experience in cybersecurity-related industries including basic understanding of vulnerability management, penetration testing (red teaming), malware and exploits.
  • Broad knowledge of enterprise infrastructure and applications, security systems including SIEM, firewalls, IPSes, WAFs, DNS, NMAP and cloud infrastructure.