Customer Success Manager

Department: Customer Success

Location: Remote

Description

Position Overview

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring customers achieve their desired outcomes from our products and services. You will be responsible for establishing strong relationships, driving product adoption, and fostering customer loyalty. Your primary goals include delivering measurable value to customers, securing contract renewals, and uncovering opportunities for account expansion.

Key Responsibilities

Drive Customer Satisfaction

• Account Management: Serve as the primary point of contact for customers, building strong relationships with key stakeholders and acting as their advocate within the company
• Executive Meetings: Lead Executive Business Reviews (EBRs) and conduct compelling product demos to showcase value
• Customer Health Management: Monitor and analyze customer health metrics to identify risks and opportunities, taking proactive steps to drive engagement and retention
  
  

Maximize Customer Lifetime Value

• Renewals: Develop strategic plans to ensure successful renewals and increase customer loyalty
• Expansion and Growth Opportunities:
• Consistently identify account growth opportunities such as upselling, cross-selling, and license expansions.
• Collaborate closely with the Sales or Account Management teams to formalize growth strategies and secure additional business.
• Reporting: Provide regular updates on customer health, churn risk, and other key metrics to internal stakeholders
  
  

Deliver Technical Excellence

• Customer Education: Conduct training sessions, webinars, and product demos to keep customers informed of new features and best practices.
• Issue Resolution: Work closely with the support and engineering teams to track customers’ issues, ensuring customer satisfaction
  
  

Skills Knowledge And Expertise

Experience: 4-5 years in customer success, account management, or related roles, preferably in a SaaS or cybersecurity environment.

Technical Expertise:

• Familiarity with cybersecurity tools (e.g., Wiz, Orca, Rapid7, Qualys).
• Experience with configuring and managing enterprise application
  
  

Customer-Centric: Demonstrated ability to build and maintain strong customer relationships focusing on delivering value.

Problem-Solver: Excellent analytical and troubleshooting skills, with a proactive approach to addressing challenges.

Communication: Exceptional verbal and written communication skills, with the ability to convey complex concepts in simple terms.

Project Management: Ability to manage multiple accounts and projects simultaneously, prioritizing effectively in a fast-paced environment.

Why DeepSeas?

At Deep Seas, we like to say that heart rates go down, careers take off, and security programs mature. Our values provide the ultimate guide for our daily behavior and decisions. Without these values, we aren’t Deep Seas. They preserve the essence of our organization, reflect the personalities of our Deeps (how we affectionately refer to our teammates), and enable us to exceed expectations. Our values are:

• We are client obsessed.
• We stand in solidarity with our teammates.
• We prioritize personal health and well-being.
• We believe in the power of diversity.
• We solve hard problems at the speed of cyber.
  
  

This is your chance to join a supportive crew of teammates and an industry-leading organization that values opportunities for growth. If DeepSeas sounds like a good fit for you, send us your resume and let’s talk!

Information security is everyone’s responsibility:

• Understanding and following DeepSeas’s information security policies and procedures.
• Remaining vigilant and reporting any suspicious activity or possible weaknesses in DeepSeas’s information security.
• Actively participating in DeepSeas’s efforts to maintain and improve information security.
• DeepSeas considers this position is as Moderate Risk with a potential to view/access/download restricted/private client/internal data. This information must be treated with sensitivity and in the most secure manner. HR reserves the right to perform random background/drug Screens to ensure the safety of client/DeepSeas data