Customer Success Manager

Job Summary Your Career As a member of the Unit 42 team, you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fast-paced, high-growth environment. Your Impact • Ensure customers are maximizing their return on investment by owning the customer s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers • Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process • Drive adoption- ensure customer applies the offering hours in a timely manner • Ensure customer is measurably satisfied with the service they are receiving • Informing customers of refresh needs and options • Proactively identify up-sell and renewal opportunities and grow revenue • Facilitate portfolio renewals • Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value • Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time • Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customer • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs • Serve as a customer advocate in influencing service and product roadmap and improvements • Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence • Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement • Capture and nurture CISO and execute relationships to influence the recurring strategic spend Qualifications Your Experience • Experience building out new programs and initiatives within an ever evolving organization is preferred • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth • Proven track record of managing customer as escalations, balancing customer expectations, and negotiating successful resolutions • Highly data-driven with a commitment to following process • Excited about driving and tracking a consistent engagement process with all customers in your portfolio • Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers • Desire to partner and work cross-functionally with with Sales, Operations, and Consulting teams • Previous experience with a Cybersecurity or enterprise software company preferred • Ability to multi-task and work in a fast-paced environment • Knowledge of the latest customer success techniques and technologies preferred • Willingness to work nights and weekends as needed • Tableau a plus • Flexibility for travel • Experience building out new programs and initiatives within an ever evolving organization is preferred • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth • Proven track record of managing customer as escalations, balancing customer expectations, and negotiating successful resolutions • Highly data-driven with a commitment to following process • Excited about driving and tracking a consistent engagement process with all customers in your portfolio • Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers • Desire to partner and work cross-functionally with with Sales, Operations, and Consulting teams • Previous experience with a Cybersecurity or enterprise software company preferred • Ability to multi-task and work in a fast-paced environment • Knowledge of the latest customer success techniques and technologies preferred • Willingness to work nights and weekends as needed • Tableau a plus • Flexibility for travel