Customer Success Manager

**Senior Customer Success Manager**

There are a lot of security companies out there, but no one is doing what Kenna is doing: giving our customers the ability to measure their risk landscape and truly protect their environments from the ever-present threat of a breach. As a result, we see phenomenal growth as some of the top companies in the world flock to our platform. We have robust venture funding, an astonishing team who will fight beside you to accomplish the impossible, and we even offer excellent benefits and stock options.

At Kenna Security, our Senior Customer Success Managers thrive in a dynamic environment, contribute innovative ideas, exhibit flexibility, and demonstrate Kenna’s value to customers. Customer Success is a highly visible role as CSMs are the owners/drivers of adoption, outcomes, advocacy, and renewals while helping to identify expansion opportunities. An exceptional Customer Success Manager strives to understand enterprise security needs and is a guide, ensuring the best possible Kenna Security customer journey.

**_As a Senior Customer Success Manager at Kenna Security you will:_**
- Manage both Enterprise and Mid-level customers, many with complex vulnerability business initiatives utilizing a programmatic approach
- Manage Customer relationships at all levels, including C-level and Executives
- Oversee customer on boarding and efficiently guide the customer journey
- Monitor customer utilization, health-scores and ensure consistent communication with internal and external customers
- Conduct regular proactive customer meetings, account reviews and create and manage success plans
- Drive customer awareness of Kenna Security product features, services and roadmap to maximize adoption and realize the value of their purchased solutions
- Willingness to be completely versed on the Kenna Security Platform value proposition and thought leadership in Kenna Modern Vulnerability Management
- Regularly capture, analyze and share the voice of the customer, regarding their product/services experience with Kenna teams and leadership
- Highlight customer successes and provide ongoing recommendations for further process optimization
- Work closely with our regional partners to provide excellent service for their end users and ensure close communication and relationships
- Develop and maintain healthy, multi-level relationships within each customer, ensuring that Kenna Security’s solutions support the ongoing needs and security objectives for each customer
- Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure
- Effectively manage reactive customer requests and anticipate their needs
- Document and manage all customer engagement information - including updates on critical contacts, statuses, next steps, and related items
- Consistently achieve on-time and industry-leading renewal revenue targets

**Internal Customer Facing**:

- Serve as Team Lead and advisor for other Customer Success Managers, sharing best practices and customer success best practices
- Assist with team leadership required practices as-needed, including but not limited to reporting, upkeep of team materials and assistance with implementation of process improvement as it pertains to the Customer Success Team
- Partner effectively with Kenna Security teams to address customer concerns efficiently and decisively

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**Experience**:

- Exceptional multi-tasking abilities, program/project management and organization skills are a requirement for this role
- Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem-solving
- Ability to demonstrate success in managing customers in the Security or Software space
- Strong analytic and strategic thinking required - be able to take complex deployment concerns and orchestrate resources and tactics to address them through a programmatic approach
- Assertive but empathetic; able to drive internal and external customers toward goals through a combination of persuasion and rapport
- Energized by connecting and building long-lasting relationships with customers.
- Minimum 6 years of relevant work experience in client-facing roles for technology companies
- Detail-oriented - able to capture proper information correctly and accurately.
- Superior follow-through
- Build trust and credibility with customers by consistently delivering what you say you will
- Excellent verbal and written communication skills. Gainsight, ClientSuccess, Totango or related customer management platform experience is a plus, but not required.

**Cisco COVID-19 Vaccination Requirements