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Senior Customer Relationship Manager
2 weeks ago
In this role, you will be responsible for driving strong customer relationships and providing exceptional value realization.
You will be a trusted advisor and advocate for your customer base, assisting directly with product adoption and optimization, contributing to increased retention and reducing the risk of churn.
Key Responsibilities:
- Build strategic partnerships; understand customer goals and challenges and provide tailored solutions as you map their journey to value realization.
- Develop Success Plans in partnership with your customers and influence outcomes.
- Develop a deep technical understanding of our core product suite and use it to assist customers with adoption and feature utilization.
- Advise customers on how to manage the threat landscape through applications and integrations.
- Monitor customer health and performance metrics and identify opportunities for improvement, risk mitigation, and churn prevention.
- Collaborate with internal counterparts in Sales, Professional Services, and Support to ensure an optimal customer experience at each step of their journey.
Requirements:
- 5-7 years' experience in a Customer Success or Account Management role within a SaaS or technology company.
- Excellent customer, partner, and market orientation in software and subscription services.
- Experience developing and executing against Success Plans and influencing outcomes.
- Technically savvy: able to learn new technology and keep up with system enhancements.
- Analytical mindset and ability to leverage data for decision-making.
- Results-oriented with a focus on customer satisfaction, retention, and revenue growth.
- Experience partnering with multiple levels of customer stakeholders including technical admins, c-level executives, legal, and compliance teams.
- Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to Net Revenue Retention (NRR) and Dollar Churn (D&C).
- Excellent verbal and written communication skills.
- SAAS Company Experience In Cybersecurity Space Preferred.
- Familiarity with Salesforce CRM, Gainsight and/or other Customer Success tools desirable.
