Customer Success Manager

About the Opportunity

The company empowers developers to stop online fraud at the source. The organization works on turning radical new ideas in the fraud detection space into reality. Its products are developer-focused and clients range from solo developers to publicly traded companies. This is a globally dispersed, 100% remote company with a strong open-source focus. The flagship open-source project has a significant number of stars on GitHub. The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering customers to achieve their goals. The Customer Success Manager acts as a trusted advisor for a variety of customers who operate across a number of industries spanning fintech, e-commerce, gaming and identity. This role will support them on their journey to successfully onboard, identify other ways the company can provide them value, and ultimately ensure a positive renewal outcome.

Key Responsibilities

• Lead the transition from contract signature to implementation through to go-live
• Proactively manage a portfolio of clients, ensuring value realization and satisfaction with the product is achieved
• Conduct regular meetings including integration reviews, quarterly business review, and onsite meetings with clients to make recommendations and highlight successes
• Work closely with Customer Success Engineer, a support team, and product managers to resolve implementation issues, bugs, and feature requests
• Initiate conversations to uncover additional uses for the company's product as upsell and cross-sell motions
• Actively monitor the health of the client portfolio, identifying risks and managing escalations
• Drive renewals with executive level stakeholders, day-to-day contacts, and procurement teams
• Create and execute a success plan to achieve 120% NRR and 90% GRR within the book of business
• Maintain up to date records in Salesforce and Planhat, providing feedback to help the CS team processes scale
• Travel may be required

Required Qualifications

• 3-6 years experience in a Mid-Market/Enterprise Customer Success Manager role
• B2B SaaS, tech, and/or cybersecurity industry experience highly preferred
• Experience handling the full customer journey from onboarding to renewals; cross-sell and upsell experience is a huge plus!
• Experience working in a Customer Success Platform (ie. Gainsight, Planhat, etc.), Zendesk, and Salesforce preferred
• Comfortable operating in a fully remote, async-first environment
• Proficiency utilizing AI to increase efficiency of day to day tasks
• Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom.

Preferred Qualifications

• Balances proactive and reactive customer needs; effectively prioritizing internal and external tasks
• Effective at leading and facilitating meetings with attendees ranging from technical contacts to executive stakeholders
• Strong communication skills; pride in being a personable, concise and compelling communicator - in writing, in conversation, and in front of an audience
• Empathy, diplomacy, and poise under pressure when working through customer concerns
• Prioritizes team success - elevating the group's performance through proactive collaboration and knowledge-sharing

Location Preference

Remote, anywhere in the US

Compensation

For US-based employees, the cash base compensation range for this role is $110,000 - $130,000 (OTE $130,000 - $155,000). Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above. Offers vary depending on, but not limited to, relevant experience, education, certifications/licenses, skills, training, and market conditions.

Additional Information

Due to regulatory and security reasons, there's a small number of countries where the company cannot have teammates based. Additionally, because this is an all-remote company and people can join the workforce from almost any country, visas are not sponsored. Teammates need to be authorized to work from their home location.