What are the responsibilities and job description for the Customer Success Manager position at Venn®?
About Venn
Venn is revolutionizing how businesses securely enable BYOD workforces, removing the burden of buying and securing laptops or dealing with virtual desktops. Our patented technology protects company data and applications on unmanaged computers used by contractors and remote employees without remote hosting or virtualization of any kind. With Venn, customers are empowered to achieve the cost savings and workforce agility of BYOD, while ensuring robust data protection and compliance. Over 700 organizations, including Fidelity, Guardian, and Voya, trust Venn to meet FINRA, SEC, NAIC, and SOC 2 standards.
Your Role and Impact
As a Customer Success Manager at Venn, you will serve as a strategic partner to our high-value Mid-Market and Enterprise clients. Our Customer Success organization is still evolving, so you’ll need to be flexible, proactive and ready to hit the ground running. You will go beyond day-to-day account management by owning executive-level relationships, influencing product adoption at scale, and ensuring measurable business outcomes that drive retention and expansion.
You’ll act as the voice of the customer internally, partnering cross-functionally with Product, Sales, and Support to advocate for client needs and influence our roadmap. CSMs are entrusted with our most complex accounts and play a key role in shaping the future of our Customer Success organization.
What You'll Do Going Forward
We offer a comprehensive benefits package designed to support our team’s health, well-being, and work-life balance:
Venn is revolutionizing how businesses securely enable BYOD workforces, removing the burden of buying and securing laptops or dealing with virtual desktops. Our patented technology protects company data and applications on unmanaged computers used by contractors and remote employees without remote hosting or virtualization of any kind. With Venn, customers are empowered to achieve the cost savings and workforce agility of BYOD, while ensuring robust data protection and compliance. Over 700 organizations, including Fidelity, Guardian, and Voya, trust Venn to meet FINRA, SEC, NAIC, and SOC 2 standards.
Your Role and Impact
As a Customer Success Manager at Venn, you will serve as a strategic partner to our high-value Mid-Market and Enterprise clients. Our Customer Success organization is still evolving, so you’ll need to be flexible, proactive and ready to hit the ground running. You will go beyond day-to-day account management by owning executive-level relationships, influencing product adoption at scale, and ensuring measurable business outcomes that drive retention and expansion.
You’ll act as the voice of the customer internally, partnering cross-functionally with Product, Sales, and Support to advocate for client needs and influence our roadmap. CSMs are entrusted with our most complex accounts and play a key role in shaping the future of our Customer Success organization.
What You'll Do Going Forward
- Manage a portfolio of Mid-Market and Enterprise accounts, ensuring alignment with customer business objectives and Venn’s solutions.
- Develop success and risk plans that define clear outcomes, success metrics, and adoption milestones. Ensure customers achieve measurable value from Venn’s platform.
- Build and maintain relationships with senior stakeholders, including C-level executives, to secure renewals, expansions, and advocacy.
- Own renewal cycles and proactively identify upsell/cross-sell opportunities that contribute to revenue growth.
- Act as the voice of the customer internally, collaborating with Product, Engineering, and Sales to shape features, influence roadmap priorities, and resolve escalations.
- Identify at-risk accounts early, build mitigation strategies, and lead executive-level intervention to protect revenue.
- Leverage customer health metrics, usage data, and sentiment tracking to guide engagement strategies and ensure data-backed decision-making.
- Act as a trusted advisor by staying current on industry trends, security standards, and compliance frameworks relevant to our clients.
- Bachelor’s degree in Business Administration, Information Technology, MIS, or a related field; MBA or advanced degree a plus.
- 3 years of experience in Customer Success, Account Management, or Client Services within SaaS, technology, or financial services.
- Demonstrated success managing mid-market-level and strategic accounts with million-dollar contract values.
- Proven track record of driving customer adoption, retention, and expansion with measurable results.
- Strong executive presence with the ability to influence and build trust with C-level leaders.
- Exceptional communication, presentation, and negotiation skills.
- Analytical mindset with experience using customer success platforms, CRMs, and BI tools to track and improve account health.
- Ability to thrive in a fast-paced, startup environment where priorities shift and building scalable processes is key.
We offer a comprehensive benefits package designed to support our team’s health, well-being, and work-life balance:
- Competitive Compensation
- Health Coverage: Medical, dental, vision, life, and disability insurance
- Financial Wellness: healthcare FSA, and commuter benefits
- Unlimited PTO: Flexible vacation, paid sick time, NYSE company holidays, and a paid birthday off
- Growth Environment: Be part of a fast-growing startup with a collaborative, unique team where every voice and idea is valued