Customer Success Manager

NetSPI® pioneered Penetration Testing as a Service (PTaaS) and leads the industry in modern pentesting. Combining world-class security professionals with AI and automation, NetSPI delivers clarity, speed, and scale across 50 pentest types, attack surface management, and vulnerability prioritization. The NetSPI platform streamlines workflows and accelerates remediation, enabling our experts to focus on deep dive testing that uncovers vulnerabilities others miss. Trusted by the top 10 U.S. banks and Fortune 500 companies worldwide, NetSPI has been driving security innovation since 2001.

NetSPI is on an exciting growth journey as we disrupt and improve the proactive security market. We are looking for individuals with a collaborative, innovative, and customer-first mindset to join our team. Learn more about our award-winning workplace culture and get to know our A-Team at www.netspi.com/careers.

The Customer Success Manager will lead the client's onboarding experience, adoption of our SAAS delivery platform, and enrich the customer journey. This role works closely with various levels of security professionals ranging from the CISO to Development Operations teams, across companies of all sizes – requiring confidence and comfort in working across all levels to recognize and understand each persona and their unique needs. Success in the CSM role will leverage tools, techniques, processes, setting proactive meetings and follow-ups; this position is focused on partnering with clients to learn their use cases, train them on our software and service(s) for efficient usage, and assist with renewals. 

Even though this is a front-line role working with clients every day, it is also a key role internally partnering across all internal NetSPI teams. The Customer Success Manager’s mission and focus is to ensure our clients receive the highest level of service.

Responsibilities

• Partner with customers to build strong, long-term, value driven relationships
• Proactively drive client adoption of software and service(s) through customer meetings, including delivering presentations, training, and on-site support as needed
• Develop a deep understanding of penetration testing programs, the vulnerability management lifecycle, and the security challenges faced by customers, to appropriately map features and benefits to address a customer’s business need
• Identify, manage, and escalate risks to the Account team to achieve client success, renewal, and longevity
• Identify and communicate client use-cases for upsell and future product enhancements
• Develop, monitor, and report on key performance metrics around software and service(s) adoption, usage, client satisfaction, and customer engagement
• Create and maintain positive and collaborative relationships with Account Teams, PMO, Product Management, and Delivery
• Maintain subject matter expertise in the objectives and delivery of 3 or more NetSPI's service offerings, products, and capabilities
• Provide white-glove service to our clients
  
  

Minimum Qualifications

• 5 years of experience in pre/post-sales account management, customer success, project management, or similar role driving customer success in a Services or Software company
• Proven customer management skills with large and complex accounts
• Excellent communication and presentation skills
• Self-starter with strong organization and time management skills
• Passionate about driving and tracking a consistent engagement process across all customers
• Proven track record of managing customer expectations for positive outcomes
• Able to identify, organize, prioritize and execute tasks in a fast-paced environment
• Strong aptitude for self-study including but not limited to learning new technologies and processes
• Previous experience in a Penetration Testing, Vulnerability Management, or Cyber Security Services organization
• Bachelor's degree (B. A. / B. S.) from four-year college or university; or equivalent combination of education and experience in a related field
  
  

Preferred Qualifications

• Direct experience managing the delivery of SaaS solutions
• Ability to earn and nurture trusted advisor relationships with customer executives to drive increased customer health
• Can prepare and effectively present complex technical topics to non-technical and executive level audiences
• Experience with threat intelligence, security response and operations, vulnerability management, running a security program or serving as a security practitioner a plus
  
  

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.