Customer Success Manager

Job Description

Job Description

This position must be physically located in the state of New Mexico

Job Purpose :

The Customer Success team at Securin is critical to our long-term growth and financial success. Our Customer Success managers are responsible for developing and maintaining excellent relationships with assigned clients to increase customer satisfaction, retention, reference ability, and revenue renewal / expansion.

If you are passionate about unlocking use-cases, nurturing growth opportunities, helping customers manage change and collaborating across our various teams and consulting on strategies to increase their impact and value then you just may be the Customer Success Manager we are looking for.

Key Responsibilities :

• Customer Onboarding and adoption
• Lead the onboarding of new clients to ensure a smooth transition onto our platform.
• Educate clients on our products' features, benefits, and functionalities to help drive adoption.
• Develop and customize the onboarding plans based on the client’s needs and holding customers accountable to Success Plans
• Relationship Management :
• Serve as the primary point of contact for assigned clients, multi-threading with key stakeholders and building strong relationships based on trust and transparency.
• Conduct regular check-ins to assess client satisfaction, gather feedback (including regular surveys, NPS, and ad-hoc check-ins)and address concerns.
• Oversee and deliver quarterly or yearly business reviews that align with customers' overall security posture goals.
• Collaborate with cross-functional teams, including sales, product development, and support, to advocate for client needs and drive product enhancements.
• Retention and Renewals :
• Proactively monitor client usage and engagement metrics to identify opportunities for upselling and expansion.
• Develop strategies to maximize client retention and minimize churn rates.
• Lead renewal discussions, clearly communicate the value and ROI to decision-makers and negotiate terms and agreements to ensure continued partnership.
• Customer Advocacy :
• Champion the voice of the customer internally, providing insights and feedback to inform product roadmap decisions.
• Act as a trusted advisor to clients, offering strategic guidance and best practices to maximize the value of our solutions.
• Encourage customer advocacy through case studies, testimonials, and referrals.
• Training and Support :
• Coordinate training sessions and workshops to empower clients to utilize our products effectively.
• Provide ongoing support and troubleshooting assistance to address client inquiries and technical issues.
• Develop and maintain comprehensive documentation and knowledge resources for self-service support.

Qualifications :

• Bachelor's degree in Business Administration, Computer Science, or related field (or equivalent experience).
• Proven experience in a customer-facing role, preferably within the SaaS or technology industry.
• Strong understanding of cyber security concepts and solutions.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Experience in working with SLED customers is preferred but not a must
• Strategic mindset with a focus on driving customer success and achieving business objectives.
• Detail-oriented and organized, capable of managing multiple projects and priorities simultaneously.
• Proficiency in CRM software and other relevant tools (e.g., Salesforce, Zendesk, Catalyst, Gainsight, Zoho).
• Willingness to travel occasionally for client meetings or industry events.

Working conditions

Work is generally conducted indoors on carpeted floors, typically during regular business hours, Monday through Friday, unless emergent customer crises occur during weekend or evening hours.

All applicants applying for U.S. job openings must be authorized to work in the United States. Equal Opportunity Employer M / F / Disabled / Vet.

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