Customer Success Manager

Customer Success Manager

United States of America $90,000 – $120,000

OTE $90,000-$120,000

*This post was created on behalf of one of Bravado’s clients.

Our client is an innovative identity security company focused on enhancing account security and reducing operational costs for businesses. It has pioneered the first secure solution for self-service password and multi-factor authentication (MFA) resets, allowing users to recover access to their accounts independently without compromising security. By addressing critical vulnerabilities in traditional account recovery and authentication methods, our client is empowering companies to improve operational efficiency while enhancing security for employees and users alike.

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Location: United States of America (Remote)

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Responsibilities:

• Guide new customers through the onboarding process to ensure a smooth transition to the company’s product or service.
• Assist in implementing the product to align with the customer's goals and workflows.
• Act as the primary point of contact for assigned customers, building and maintaining strong relationships
• Understand the customer’s business objectives, challenges, and success metrics.
• Conduct regular check-ins to ensure alignment with customer goals and satisfaction.
• Serve as the customer’s advocate within the company, providing feedback to internal teams to improve products or services.
• Collaborate with sales, product, and support teams to address customer needs effectively.
• Champion customer issues to ensure timely resolution of concerns or problems.
• Develop and execute success plans that align with the customer’s desired outcomes.
• Monitor customer progress and ensure they meet their goals and objectives.
• Manage contract renewals and upsell opportunities by demonstrating the value of continued partnership.
• Track key account metrics to identify at-risk customers and create strategies to re-engage them.
• Deliver ongoing education to customers through webinars, tutorials, and knowledge base resources.

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Qualifications:

• Bachelor’s degree in business, marketing, communications, or a related field.
• Degrees in technical fields (e.g., computer science, engineering) are a plus if the role involves working with technical products or software.
• Advanced degrees, like an MBA, may be preferred but are not mandatory.
• 2–5 years of experience in customer success, account management, or a related role (e.g., sales, support, or product management). Experience in a B2B or SaaS environment is highly desirable.
• Strong interpersonal and relationship-building skills to foster trust and collaboration. Proven ability to manage and grow customer accounts, ensuring satisfaction and retention.
• Excellent verbal and written communication skills to effectively interact with customers and internal teams. Proficiency in delivering presentations, demos, and training sessions.
• Customer-centric mindset with a strong commitment to delivering value and fostering long-term relationships. Proactive and self-motivated, capable of anticipating customer needs and addressing them effectively.
• Familiarity with the industry in which the company operates, including its challenges, trends, and opportunities.
• Understanding of the customer journey and how to align strategies with customer success at different stages.
• Certifications in project management (e.g., PMP) or technical skills (e.g., ITIL, Agile) may be beneficial, especially in tech-focused roles.
• Empathy and patience to handle customer concerns and ensure a positive experience.
• Customer Success Certifications (e.g., Certified Customer Success Manager, Customer Success Association certifications).

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