Senior Customer Success Manager

About the opportunity

The 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 and to the Achievers 50 Most Engaged Workplaces, recognizing "forward-thinking employers for their unwavering commitment to employee engagement."

About the team

The 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 role

The 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 do

• 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 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.
• 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 qualifications

• 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, coupled with strong technical aptitude and the ability to quickly grasp platform capabilities from the customer’s perspective to drive business impact.

Preferred 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

Additional Information

Specific 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.