Customer Success Manager

We are looking for a CSM with a proven track record to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customers pain points and help them achieve the business outcomes based on your experience and our capabilities. To be successful in this role, you must have experience in software development and/or cybersecurity. You must be able to articulate technology in both technical and non-technical terms. That is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.

Key Responsibilities:
Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s).
Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries.
Understanding the customers pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success.
Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion.
Align with technical stakeholders and executive decision-makers within our customers organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met.
Ensure clients are trained on the platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
Proactively promote and educate customers on new features and capabilities added to the platform.
Capture and document the specific use cases, configurations, and other factors related to the customers instance of us throughout the customer lifecycle.
Create advocacy and evangelism opportunities for customers.