Customer Success Manager

About Security Journey

We help enterprises reduce vulnerabilities with application security education for developers and all individuals involved in creating software. Development teams are empowered through practical, skill-oriented secure coding training that easily satisfies compliance needs and goes beyond to build a security-first development culture.

Our platform encompasses foundational, intermediate, and advanced application security topics across 11 languages and 7+ technology areas. It provides multiple styles of educational content, including video-based lessons, hands-on exercises, and full-stack application sandboxes.

About the Role:

The Customer Success Manager will own a set of customer accounts in order to help drive a high level of customer satisfaction, annual renewals, up-sale opportunities, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted advisor.

In addition, you will be considered a product expert and will work closely with others to assist in developing Customer Success programs by ensuring processes are aligned with customer needs and best practices.

Responsibilities:

• Achieve annual renewal and upsell revenue targets for your accounts.


• Develop and maintain deep working knowledge of our product and its features by following release notes, product roadmap updates, and other product changes.


• Manage on-boarding of new customers including initial implementation and long-term adoption.


• Manage the customer relationship through the full customer lifecycle to ensure on-time renewal and retention.


• Execute proactive success programs to ensure high levels of customer adoption, loyalty, and satisfaction.


• Maintain routine customer communications to proactively identify potential issues and work with the VP of Customer Experience to mitigate issues and risks.


• Work cross-functionally with our product and engineering teams to provide feedback to drive product enhancements while building strong working relationships.


• Serve as a subject matter expert (SME) and evangelist for our suite of products and provide guidance for our customers through one on one interactions and webinars.


• Collaborate with cross-functional teams in a positive, productive and professional manner.

Qualifications:

• BA/BS degree or equivalent experience.


• 3+ years of experience in success positions or account management (Preferably in a SaaS Company).


• Advanced knowledge of Customer Success and Account Management best practices.


• Proven ability to maintain highly valuable and outcome-based relationships with customers.


• Passionate about good data hygiene and the importance of maintaining a robust record of customer interactions.


• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises.


• Willing to travel periodically based on customer and business need

Benefits

Medical, Dental, Vision, Life Insurance, AD&D, 401k and Unlimited PTO

This is a remote (work from home) position for candidates based in the United States. We do have an office in Raleigh, NC if working in an office is your jam.

Our differences in background, identity, and experience make us stronger together.

At Security Journey, we have three diversity commitments:

• Hire a diverse team




• Grow people equitably




• Contribute to personal growth

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