Senior Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the OpportunityThe organization is a global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded by security and risk experts and funded by world-class investors, the organization’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting. This technology makes all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. Headquartered in New York City, the company's culture has been recognized as a "Best Workplace," a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, the organization was named to Fast Company’s annual list of the World’s Most Innovative Companies for and to the Achievers 50 Most Engaged Workplaces recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” The organization is proud to be funded by world-class investors. About the TeamThe Customer Success team is empowered by the company to help guide customers to get the most out of the platform. This team defines Customer Success strategies, priorities, and go-to-market techniques. They lead with a customer-centric mindset, use a collaborative team approach, and represent the voice of the customer every day. This team not only manages relationships and ensures customer satisfaction — they also understand customers’ strategic goals and challenges, helping them operationalize the platform to maximize business value. About the RoleThe Senior Customer Success Manager will play a key role in helping customers transform the way they manage cybersecurity risk. In this role, the individual will own and manage a portfolio of customer relationships across industries, ensuring satisfaction and long-term value through strategic engagement. They will apply their understanding of cybersecurity practices, third-party risk, the platform, and proactive customer success methodologies to deepen relationships, expand usage, and grow revenue. What You’ll DoDrive 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 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, in 1:1 and group settings, facilitating executive-level connections to foster account growth. Required QualificationsBachelor’s degree7+ years in account management, customer success, technical account management, or a similar customer-facing roleStrong written and verbal communication skills combined with meticulous organizational skillSolid understanding of cybersecurity or third-party risk management practices, cyber insurance experience preferred, coupled with strong technical aptitude and the ability to quickly grasp platform capabilities from the customer’s perspective to drive business impact. Preferred QualificationsProven success developing and expanding relationships with customer stakeholders, including executivesExperience leading strategic account planning, QBRs, upsell/cross-sell initiatives and renewals.Ability to proactively identify customer needs and drive outcomes aligned with their business goalsDemonstrated ability to grow annual recurring revenue (ARR) through consultative account management Additional InformationSpecific to each country, a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more are offered. The estimated total compensation range for this position is $160,000 - $200,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits. The hiring company is committed to Equal Employment Opportunity and embraces diversity. The team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. Hiring decisions are made based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. Qualified applicants are considered regardless of criminal histories, in accordance with applicable law. The company is committed to providing reasonable accommodations for qualified individuals with disabilities in its job application procedures. Any information submitted as part of an application will be processed in accordance with the Company’s privacy policy and applicable law. The company does not accept unsolicited resumes from employment agencies. Immigration sponsorship is not provided for this position.