Customer Success Manager

KELA, the global leader in actionable threat intelligence, is looking for a new Customer Success Manager to join the Sales Engineering and Customer Success team. We are seeking an individual that has a proven track record of working in this type of role. Occasional international travel will be required.

Responsibilities:

• Build strong relationships with new and existing customers
• Establish clear client retention goals.
• Assist with general support, issue management and escalations.
• Deliver on-boarding and ongoing user training.
• Maintain and improve overall service quality for KELA’s customers.
• Engage with a global portfolio of customers.
• Upsell services and products.
• Review customer escalations and concerns and seek to improve the customer experience.
• Ensure the renewal is successful and reduces churn.

Skills & Qualifications:

• 5+ years of experience in a technical role within cyber security.
• Proven track record in a Customer Success role working with large organizations.
• Intelligence background in either a vendor, integrator or customer space preferred.
• Technical skills required, as they relate to the use of the product or service.
• Experience in managing a diverse group and training each according to company standards.
• Security clearance preferred.
• Fluent English speaker.
• Project management skills. Formal project management qualifications preferred.
• Experience with HubSpot a plus.