What are the responsibilities and job description for the Strategic Customer Success Manager position at Pathlock, Inc.?
We are seeking a highly motivated and results-oriented Customer Success Manager (CSM) to join our growing team in Denver, CO. As a CSM, you will be responsible for building strong relationships with our customers, ensuring they achieve their desired outcomes using our software with a key focus on customer retention, engagement and satisfaction. You will work closely with the strategic accounts, customer advisory, product and support teams to proactively identify opportunities and maximize their value from the Pathlock Cloud portfolio.
Responsibilities:
• Achieve a world-class % renewal rate in a quarterly period
• Identify at-risk customers & execute mitigation plans proactivity
• Assist Strategic sales team in leading QBR meetings 4 times a year
• Build relationships with current points of contact while multi-threading and expanding contact footprint.
• Maintain clear, clean up to date notes on product ownership, ERP migrations, support cases, strategic initiatives through customer research & dialogue.
• Coordinate interactions with support, services and finance when needed
• Work closely with our partner team to triage issues and identify opportunities
Qualifications:
• Bachelor's degree
• At least three years of experience in customer success, account management, or a related customer-facing role.
• Proven track record of building strong customer relationships
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and other relevant tools.
• ERP / GRC / IAM experience is a plus!