Customer Success Manager

Job Description:

• Guide customers proactively through the customer lifecycle, focusing on delivering value, expanding use of Cerby solutions, and managing renewals
• Partner cross-functionally with account executives, onboarding, solutions, product, engineering, and support teams
• Prioritize and regularly engage with customers through business reviews to present strategic security strategies
• Become a Cerby product expert and maintain a detailed understanding of products and services
• Suggest strategies to meet customer needs
• Act as the voice of customers by collecting feedback, reviewing and managing concerns, and advocating for the customer experience
• Create and optimize company processes and enhance Customer Success initiatives

Requirements:

• Minimum 5+ years of experience managing a book of business in a SaaS role servicing customers through strategic engagements
• Experience working with enterprise customers
• Ability to communicate concisely and foster positive business relationships via video calls, email, and other collaboration tools
• English required; a second language is a plus
• Passion for customer discovery and ability to ask insightful, open-ended questions
• Intermediate or advanced understanding of web technologies
• Accountability, integrity, and personal organizational skills
• Experience establishing and managing milestones that keep customers and internal team members on track
• Experience managing revenue retention and/or expansion targets as key metrics
• Experience analyzing and optimizing existing processes in a Customer Success or similar team
• Experience within the Identity and Access Security space is a plus