Our Client is a leading cybersecurity firm dedicated to providing innovative solutions to protect businesses from evolving cyber threats. Our AI-enhanced MDR, powered by Chronicle SecOps, maximizes the value of SecOps investments while reducing costs and ensuring higher security and resilience. AI-enhanced MDR delivery platform transforms security operations into smarter business outcomes. 

Role

Reporting to the VP of Product Operations, we are looking for an experienced and effective Customer Success leader. The primary responsibility of this role is to be the strategic partner to customers and to understand their business needs. This is a highly visible position, and the right candidate must have excellent communication and interpersonal skills, be able multi-task, prioritize in a fast-paced environment, and work well with all levels within the organization. Prior CSM experience is preferred.

Job Responsibilities

• Work with customers to develop a plan on how Resolution Intelligence Cloud will address their requirements
• Drive RIC adoption through alignment of product capabilities to customer desired outcomes
• Build relationships with customers and stakeholders to strengthen relationships
• Provide inputs to service delivery team on service violations
• Handle escalations from customers and partners
• Work with Service Delivery and Partners Service Delivery Management on ensuring that all service delivery parameters are as per design goals
• Organize and conduct weekly service reviews with key critical partners
• Ensure that items and actions from reviews are tracked to closure
• Recommend solutions to changing customer’s requirements and roadblocks to adoption
• Establish an ongoing cadence of communication with customers across all required levels
• Conduct CSAT surveys
• Analyze survey results and provide inputs for improvement to various teams
• Initiate Service Improvement Plans (SIPS) as necessary based on feedback received
• Conduct training sessions on tools/processes to ensure that the latest features of Netenrich services are available to partners

Requirements

5 – 7 years of customer success management experience, ideally working with SaaS customers to drive adoption of a technical platform or solution.

• Have experience developing product use-cases with customers
• Successful track record working in and navigating large SAAS or enterprise software environments, building trusted relationships at all levels in the organization.
• Successful track record of driving product adoption and expansion
• Experience in building business aligned cloud and cybersecurity programs
• Able to thrive in a multi-tasking environment
• Exceptional follow-through with the ability to manage customer requests
• Possess exceptional verbal, written, social, presentation, and interpersonal skills.
• Experience with Salesforce or other CRM software, as well as other customer success tools and technologies
• Bachelor’s degree preferred in business, marketing or related field

Interest and ability to understand the business environment and the Company’s growth opportunities. Experience in or familiarity with security/data privacy a plus.

Excellent analytical, troubleshooting, and organizational skills; demonstrates close attention to details. Self-directed and takes initiative; ability to work well under pressure, multitask and work autonomously in a fast-moving environment.

Strong interpersonal, written and oral communication skills; ability to effectively communicate with all levels. High level of integrity and flexibility; ability to work well independently as well as effectively within a team; positive attitude.

Experience with MS Office, including working with Outlook, Word, Excel, PPT. Ability to learn new software and operating systems.

Benefits

We offer a range of great benefits to our employees: medical, dental, vision, short-term and long-term disability and life insurance benefits. The company provides 15 PTO days and 10 paid company holidays per year.

The expected annual base salary range for this role is $140,000 - $210,000 and is eligible for a bonus.

Our Client. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compensation varies based on a variety of factors which include (but aren’t limited to) such as role level, skills and competencies, qualifications, knowledge, geography, and experience. In addition to base pay, certain roles are eligible to participate in our bonus or commission plans, as well as our benefits offerings, and equity awards.