Customer Success Manager

Job Title : Customer Success Manager

Location : USA (100% Remote)

About Us :

Our cilent is aventure-backed organization in hyper-growth mode, headquartered in New York City with all US-based positions being 100% remote.

Founded by innovative practitioners to solve massive-scale cybersecurity challenges, they are disrupting the cybersecurity operations market with their unique technology that builds cyber fusion centers for large enterprises and the mid-market.

About You :

• Strategic and tactical initiative leader
• Hungry, inquisitive, proactive, energetic, and driven
• Growth mindset and results-oriented
• Thrives in a fast-paced, collaborative environment

Why We Are Hiring :

The Customer Success Manager is responsible for the technical aspects of customer success processes, including customer onboarding, training, support, and technical enablement.

What You Will Do :

• Participate in cross-functional projects
• Own and maintain training functions within the Customer Success department
• Manage multiple projects / tasks with minimal supervision
• Serve as the technical point of contact for Customer Success Managers
• Escalate technical issues and questions to the engineering and development teams
• Communicate effectively with management, team members, and other departments
• Balance long and short-term goals by prioritizing activities
• Actively create and participate in curriculum planning sessions for new product training
• Recommend and implement solutions when project issues arise
• Build strong customer relationships with key stakeholders and sponsors
• Strive to provide exceptional customer experience
• Manage customer expectations and lead them to satisfaction
• Ensure all deliverables arrive in good order, on time, and meet customers' requirements
• Track key account metrics
• Communicate progress to both internal and external stakeholders
• Identify growth opportunities
• Collaborate with our team to achieve sustainable growth

Who You Are :

• Experience as a CSM or in a similar customer-facing role
• Prior cybersecurity experience required; technical experience in threat intelligence preferred
• Excellent oral presentation and customer interaction skills
• Technical and troubleshooting skills in at least one software application or technology
• Proven track record of Technical Account Management or relevant experience
• Experience in managing multiple stakeholders and projects
• Customer-oriented, attentive listener
• Critical thinker and problem solver
• Team player with good time-management skills
• Strong interpersonal and communication skills
• Experience with sales software such as Salesforce, Churn Zero, or other CSM tools
• Experience with security applications and defense infrastructure

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal .

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity.

You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications.

You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application.

In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to :

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure.

The individual may also be eligible for discretionary bonuses.