Customer Sucess Manager

Who you are

• Bachelor’s degree
• 5+ years in account management, customer success, technical account management, or a similar customer-facing role
• Strong written and verbal communication skills combined with meticulous organizational skill
• Solid understanding of cybersecurity or third-party risk management practices, cyber insurance experience preferred, coupled with strong technical aptitude and the ability to quickly grasp platform capabilities from the customer’s perspective to drive business impact
• Proven success developing and expanding relationships with customer stakeholders, including executives
• Experience leading strategic account planning, QBRs, upsell/cross-sell initiatives and renewals
• Ability to proactively identify customer needs and drive outcomes aligned with their business goals
• Demonstrated ability to grow annual recurring revenue (ARR) through consultative account management

What the job involves

• The SecurityScorecard Customer Success team is empowered by the company to help guide customers to get the most out of our platform
• We define our Customer Success strategies, priorities, and go-to-market techniques
• We lead with a customer-centric mindset, use a collaborative team approach, and represent the voice of the customer every day
• Our team not only manages relationships and ensures customer satisfaction — we also understand our customers’ strategic goals and challenges, helping them operationalize our platform to maximize business value
• The Customer Success Manager will play a key role in helping our customers transform the way they manage cybersecurity risk
• In this role, you’ll own and manage a portfolio of customer relationships across industries, ensuring satisfaction and long-term value through strategic engagement
• You’ll apply your understanding of cybersecurity practices, third-party risk, our platform, and proactive customer success methodologies to deepen relationships, expand usage, and grow revenue
• Drive the organization's strategy and tactical execution, aligning customer conversations to their cybersecurity and risk management objectives
• Act as a trusted advisor and subject matter expert in the SecurityScorecard platform and cybersecurity risk domains
• Drive retention and expansion within your account portfolio, including accurate forecasting and close collaboration with internal sales teams
• Identify opportunities to increase customer value through platform adoption, new use cases, and expanded engagement
• Collaborate with CS and Sales leadership to improve the customer journey and refine tools, templates, and best practices
• Share insights and solutions with peers to tackle new customer challenges and drive collective team success
• Represent the voice of the customer in product feedback and service delivery discussions
• Build and nurture relationships across the entire client organization, from daily users to C-suite, in 1:1 and group settings, facilitating executive-level connections to foster account growth

Benefits

• Stock options
• 12 weeks of paid maternity leave / 4 weeks paid paternity leave
• Work from home opportunities
• Medical, dental, and vision coverage
• Unlimited PTO
• 401K
• $3k annual education stipend per employee
• Full access to our learning platform and company professional development events
• Up to $10K referral bonus