Customer Success Manager

Our Values – What We Believe In

Autonomy and empowerment – our CS team is responsible for all customer communication, acting as a major pivot between the development and production teams and the customers.

Openness and Transparency – there are no walls, we are all in this together.

No Fear – we welcome working in new domains and learning new technologies. There are no disciplines, we do what it takes to succeed!

Communication is Key – We prioritize transparent and effective communication at every level of our organization. We encourage team members to express their ideas, concerns, and feedback openly and constructively.

Data Wins Arguments – we are data-driven and focused, get the data and act on it!

User Privacy – protecting users and organizations is extremely important to us and user privacy is a top priority as well.

Friendship and Fun – teamwork is at the center of our methodology, we work as a team on problems and challenges. And fun is a big part of that as well!

What you’ll do:

Manage all communication with customers and prospects on all topics ranging from introductions to the product to ongoing requests and new features.

Act as the initial point of contact for customer inquiries, resolving issues and providing answers to questions

Help manage and organize the customer’s LayerX environment, ensuring an effective and fruitful use of the product.

Assist the customer in optimizing their utilization of the platform by analyzing data, making recommendations, and generating reports.

Work closely with the product team to get new features from customer requests to production.

Facilitate effective communication between the development team and the customers to solve complex issues and ensure customer satisfaction.

Collaborate with all departments, guiding prospects from the POC stage to valued customers, and features from the concepts stage to full-fledged release

Become a source of knowledge on all customer-related information. Update development and production teams on customer status.

Help set production goals and objectives based on customer data.

Requirements:

3+ years of experience in Customer Success or related roles

Native English proficiency with a focus on technical language

Experience with SQL

Experience In Customer-facing Roles, And Presentation Skills.

Exceptional communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.

Strong problem-solving abilities, with a proactive and solution-oriented mindset.

Excellent organizational skills, attention to detail, and the ability to prioritize tasks effectively.

Experience working in a fast-paced environment with the ability to multitask and meet deadlines.

Advantage:

Bachelor’s degree / technical training

Experience with programming languages

Experience with cyber security products