What are the responsibilities and job description for the Senior Customer Success Manager - Boston position at Space Executive?
If you are passionate about cybersecurity, great at engaging customers, and a true people person, we want to hear from you! We’re looking for a talented, results-driven, and highly motivated individual to join our Customer Success team.
As a Customer Success Manager, you’ll be responsible for building and managing post-sales relationships with customers. You will work closely with our Support, R&D, Product, and Sales teams to ensure customer satisfaction, identify upsell opportunities, and manage renewal processes.
On a mission to provide proactive solutions to combat impostor and unauthorized sites, safeguarding organizations from their negative impact. We offer an innovative and unique Proof of Source Authenticity solution, delivering comprehensive protection - from visual confirmation for end users to a sophisticated alerting system, providing full threat visibility and mitigation in real-time. Our goal is to protect organizations of all sizes with the first valid point-of-impact protection solution on the web.
Roles & Responsibilities:
- Serve as the primary point of contact for customers, ensuring their satisfaction and the value they derive from our products and services.
- Own customer renewals and collaborate with the sales team to identify upsell opportunities.
- Lead the functional and technical aspects of customer engagement in coordination with sales management.
- Represent the voice of the customer within the company, working closely with the Product team to translate customer needs into the product roadmap.
- Monitor and track customer onboarding, ongoing usage, and satisfaction through reports and alerts.
- Build and nurture meaningful relationships with customers, from the onboarding stage through the entire customer journey, driving business growth.
- Define and implement a structured customer engagement process, including onboarding and periodic reviews, in collaboration with the sales team.
- Lead internal process improvement initiatives to better support customers’ needs.
- Gather customer feedback and ensure their voice is heard within the organization.
Requirements:
- Based in Boston (open to coming into the office 1/2 times a week)
- 5 years of proven experience as a Customer Success Manager in a global organization, managing global accounts.
- Experience in a Cyber Security company, preferably within a startup environment.
- Fluent in English; additional languages are a plus.
- Bachelor’s degree or higher.
- Strong communication, presentation, and influencing skills with the ability to engage stakeholders at all levels, including executive and C-level.
- Strong technical, analytical, and problem-solving skills.
- Proven ability to manage multiple account management projects while maintaining attention to detail.
- Excellent interpersonal skills and the ability to build relationships easily.
- Motivated, flexible, proactive, and able to work both independently and as part of a team.
- Ability to work with international customers and partners in various time zones (USA, Western Europe).
