Manager, Customer Success

Seeking a seasoned, commercially driven leader to join us as the Manager of Customer Success. This role is responsible for developing and managing a team of Customer Success Managers as well as overseeing strategic client accounts. You will be responsible for driving revenue, cultivating executive-level client relationships, and providing day-to-day oversight of these highly important clients. In this high-impact position, you will not only mentor and scale a quota-carrying team but also act as a hands-on strategic partner to our most strategic client accounts. You will be directly accountable for coaching your team and ensuring our customers continuously realize the value of our cybersecurity platform ensuring seamless service delivery, rapid time-to-value, and proactive mitigation of churn risks.

Responsibilities

Develop and manage a team of top-tier Customer Success Managers; Set clear performance expectations, track individual KPIs, and build professional development plans; Drive revenue and quotas for renewals, upsells, and cross-sells (Gross and Net Revenue Retention); Cultivate executive-level client relationships with CISOs and IT leadership; Act as executive sponsor and primary point of contact for strategic client accounts; Provide strategic support on complex, high-value renewal negotiations and expansion deals

Requirements

Minimum 5 years of leadership experience managing teams up to 10 people; Proven experience managing Customer Success, Account Management, or Inside Sales teams; Direct experience managing strategic, enterprise-level accounts, preferably in a technology (SaaS) company; Demonstrable history of driving revenue, meeting or exceeding team-based sales targets, and successfully managing complex contract negotiations (NRR/GRR); Ability to quickly understand client business structures and needs, and articulate and demonstrate what is required for a successful implementation of customer expectations; Exceptional communication and presentation skills, with a proven ability to cultivate and manage relationships at the C-suite and executive levels; Strong operational understanding of the cybersecurity landscape; Deep expertise in CRM/CS tools for pipeline management, data analysis, and accurate revenue forecasting; Excellent organization, motivational and leadership skills; Ability and willingness to travel up to 25%; BA/BS degree

Nice to have

SalesForce.com; Clari