Security Customer Success Analyst

• Candidates will be required to attend monthly meetings onsite in Richmond.
  
  

About The Role

We are seeking a dedicated and detail-oriented Security Customer Success Analyst to join our new Security Product Team. In this role, you will act as the bridge between our security solutions and our customers, ensuring they derive maximum value from our products. You will analyze customer feedback, monitor account health, and proactively engage with clients to enhance their experience and satisfaction with our security offerings.

Key Responsibilities

• Customer Engagement: Actively engage with customers to understand their needs, challenges, and goals regarding our security solutions.
• Account Management: Monitor customer accounts to assess health metrics, usage patterns, and potential areas for improvement or risk.
• Analysis and Reporting: Analyze customer data to identify trends, insights, and opportunities for upselling or cross-selling security products and services.
• Problem Resolution: Address customer inquiries and concerns regarding security products, working closely with technical teams to provide timely resolutions.
• Training and Support: Develop and deliver training materials and sessions to help customers effectively use our security solutions.
• Feedback Loop: Collect and document customer feedback to relay to product and development teams for continuous improvement of our security offerings.
• Best Practices: Share industry best practices and security insights with customers to help them enhance their security posture.
• Collaboration: Collaborate with sales, marketing, and product teams to ensure alignment on customer needs and satisfaction initiatives.
  
  

Skill Required / Desired Amount of Experience Experience in customer success, account management, or a related role in the technology or cybersecurity industry. Required 5 Years Strong understanding of cybersecurity concepts, practices, and products. Familiarity with security frameworks (e.g., NIST, ISO) is a plus. Highly desired 5 Years Proficient in data analysis and reporting tools; experience with CRM systems is advantageous. Highly desired 5 Years Excellent verbal and written communication skills; ability to convey complex security concepts in a clear and relatable manner. Required 5 Years Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing customer issues. Highly desired 5 Years Passion for customer success and a commitment to delivering exceptional service. Required 5 Years