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We are looking for an experienced, energetic, and positive Customer Success Manager to own and manage a significant book of clients. You will have great interpersonal skills as well as a strong bias towards excellent client service and business acumen. You will be analytical and have great organizational and multitasking skills and can provide great service to a large number of accounts. You will have experience in customer success, account management, or customer service in a SaaS-based business. Youre a positive individual, self-motivated with a can-do attitude.

Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.
Manage a portfolio of accounts with a focus on renewals and upsells conversations.
Work closely with our customers with the drive to help them change their workplace and achieve their business goals.
Become a trusted advisor and ambassador of change in our customers workplace.
Become the customer advocate, collaborating with our Product, Development, Marketing and Sales teams.
Protect existing revenue streams, identify opportunities and risks.
Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution.
Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.

We are a leading hybrid cloud security company thats changing the way organizations approach cyber risk. We transform exposure management by demonstrating how attackers leverage and combine misconfigurations, vulnerabilities, identity exposures, and more, across cloud and on-prem environments to compromise critical assets. With us, you can see all the ways attackers might go, and all the best ways to stop them, pinpointing where to remediate exposures with a fraction of the effort. We are currently hiring for a Sr. Customer Success Programs Manager to join our customer success organization. This role is responsible for supporting them by managing and optimizing processes, data, and tools. The Customer Success Operations Specialist will focus on improving customer engagement, business performance, salesforce processes, and overall team effectiveness through training, development, and process improvement. Customer Engagement Value
* Manage and track customer information and engagement activities.
* Executive Business Reviews (EBRs), feature requests, product usage, health scores, success stories, and executive sponsorship.
* Ensure proper dashboards are in place, follow-up actions are completed and quality is high. Business Performance
* Support CS department by managing churn forecasts, risk management, upsell and cross-sell opportunities funnel. Forecast and help managing capacity as well as regional and functional CSM segmentations.
* Analyze data and provide insights and high quality reports to management. Customers information
* Follow up on salesforce processes from sales handovers to onboarding and customer management. Ensure data quality and accuracy, including 360-degree views, internal QBRs and CSMs dashboards across different Tiers. Process Improvement:
* Identify areas for process improvements within the Customer Success team and help develop best practices for customer engagement, onboarding, and on-going processes. Training and Development:
* Manage Customer Success Manager (CSM) skills and knowledge. Organize on-going training sessions, and manage external training initiatives related to personal developments and knowledge gaps. Suggest areas of personal improvements for CSMs and Onboarding Managers