Customer Success Manager

At Salt, we’re passionate about what we do. We work as a team and embrace new ideas, wherever they come from. We also enjoy all the benefits of a startup environment, including solving a diverse set of challenges, quickly seeing the results of your work, and making a substantial impact on our customers and company. Want to make a big difference from day one? We encourage you to apply!

The Customer Success Manager position is a pivotal role for Salt Security and we consider Customer Success and Support at Salt Security to be a strong competitive differentiator. We are looking for a high-energy individual who is passionate about solving a critical security need for our customers and delivering a world-class customer experience. Our most successful CSMs are obsessed with understanding the drivers for successful adoption, and ensuring that our customers derive maximum value from their investment with Salt. They bring value to every working relationship, and working cross-functionally is second nature.

This is a hands-on role. Your executive communications, impactful business reviews, customer enablement, and project management experience will enable you to jump in quickly and do exceedingly well with our customers. If you are someone who likes to proactively guide customers to the next stage of value, be at the frontlines of account management, and speak passionately on behalf of the voice of the customer, you'll be successful here.

Responsibilities

• Own and manage a high-value book of business, supporting Fortune 500 and large-enterprise customers from kick-off to project planning to training, adoption, and renewal
• Nurture and deepen customer relationships from customer users/operators to executive stakeholders
• Support your customers in prioritizing their API security goals and connecting the dots between business value and technical use cases. Be your customers’ trusted partner in building business value from their API security goals
• Develop mutual impact plans with customers to advance time-to-value and then progress them through the Customer Journey toward product adoption, recurring impact, and growth
• Map out key stakeholders and personas in your accounts. Partner with the technical field teams to explain API security, the API ecosystem, AppSec, WAFs, or similar security products and concepts to customer stakeholders of all backgrounds and levels
• Demonstrate and amplify the Salt value to our customer’s executive stakeholders - build out ROI models and concepts that will help translate to cost-savings in their businesses and tee up renewals and upsells
• Balance the important details with the big picture - leverage your project management skills to maintain accurate details, notes, and next steps with customers using internal tools, while keeping their priority goals and definitions of success front and center
• Quarterback the preparation and delivery of Quarterly Business Reviews (QBRs) to customers
• Bring an empathetic, active-listening, outside-in perspective to your engagement with customers
• Become a trusted advisor for your customers by ensuring you understand, proactively articulate, and advocate for their collective voice and needs internally
• Work with cross-functional account teams and Sales Ops to gather and track key customer data; work with Product Marketing to communicate value-oriented messages at scale to customers
• Contribute to Customer Success knowledge gathering and methodologies
• As in any high-growth startup, contribute to growing and building the team and company. Advance our systems and processes. Build faster and easier ways of completing projects. Work together with us to advance our collective success

Qualifications:

• 5+ years of experience in customer management, management consulting, sales engineering, or account management, preferably in SaaS environments
• 3+ years experience in a cybersecurity environment. Comfortable talking about WAFs, APIs, vulnerabilities, exploits, MITRE, OWASP frameworks
• 3+ years in scaling usage and operationalizing a SaaS product for enterprise customers
• Previous experience in project management and managing enterprise-level customer relationships, including senior-level stakeholders
• Ability to “translate” technical concepts to customers of all skill levels and backgrounds
• A proven track record of success in delivering exceptional customer experience
• Executive-focused written and verbal communication skills
• Exceptional time management and prioritization skills
• Bachelor's degree or equivalent