Senior Customer Success Manager

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting. Headquartered in New York City, our culture has been recognized by Inc Magazine, Crain’s NY, Fast Company, and Achievers for innovation and workplace excellence.

About the Team

The SecurityScorecard Customer Success team is empowered to help customers maximize the value of our platform. We define customer success strategies, lead with a customer-centric mindset, and represent the voice of the customer. Our team manages relationships, ensures satisfaction, and helps customers operationalize our platform to achieve their strategic goals and address challenges.

Responsibilities

• Drive the organization's strategy and tactical execution, aligning customer conversations to their cybersecurity and risk management objectives.
• Act as a trusted advisor and subject matter expert in the SecurityScorecard platform and cybersecurity risk domains.
• Drive retention and expansion within your account portfolio, including accurate forecasting and close collaboration with internal sales teams.
• Identify opportunities to increase customer value through platform adoption, new use cases, and expanded engagement.
• Collaborate with CS and Sales leadership to improve the customer journey and refine tools, templates, and best practices.
• Share insights and solutions with peers to tackle new customer challenges and drive collective team success.
• Represent the voice of the customer in product feedback and service delivery discussions.
• Build and nurture relationships across the entire client organization, from daily users to C-suite, facilitating executive-level connections to foster account growth.

Requirements

• Bachelor’s degree
• 7+ years in account management, customer success, technical account management, or a similar customer-facing role
• Strong written and verbal communication skills combined with meticulous organizational skill
• Solid understanding of cybersecurity or third-party risk management practices; cyber insurance experience preferred
• Strong technical aptitude and the ability to quickly grasp platform capabilities from the customer’s perspective to drive business impact

Qualifications

• Proven success developing and expanding relationships with customer stakeholders, including executives
• Experience leading strategic account planning, QBRs, upsell/cross-sell initiatives, and renewals
• Ability to proactively identify customer needs and drive outcomes aligned with their business goals
• Demonstrated ability to grow annual recurring revenue (ARR) through consultative account management

Benefits

• Competitive salary and stock options
• Health benefits
• Unlimited PTO
• Parental leave
• Tuition reimbursements

Pay

The estimated total compensation range for this position is $140,000 - $170,000 (base plus bonus). Actual compensation is based on skills, qualifications, experience, and other factors. Employees may also be eligible for annual performance-based incentive compensation awards and equity.