Customer Success Manager

📋 Description

• Own onboarding and adoption, building success plans with clear milestones for each customer
• Own gross and net retention for an assigned book of business — your primary success metric
• Monitor health scores and usage to flag renewal risk early, and lead renewals with Account
• Identify expansion opportunities and generate qualified expansion pipeline
• Build multi-threaded relationships from administrators to CISOs and CIOs, and run QBRs that show ROI
• Act as the voice of the customer to Product and Engineering, and partner with Support on escalations

🎯 Requirements

• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
• Proven track record of owning a book of business and exceeding retention, renewal, and expansion
• Experience managing the full customer lifecycle for enterprise or mid-market accounts
• Confident presenting to technical and executive audiences, including Security Architects, CISOs
• Data-driven, with experience using health scores and KPIs to manage a portfolio
• Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or

🎁 Benefits

• Medical, dental, and vision insurance
• Parental leave
• Life and disability packages
• 401(k) plan with employer-matching contributions vesting from first day
• Performance bonus