What are the responsibilities and job description for the Customer Success Manager position at Virtual?
Job Title : Customer Success Manager
Location : USA (100% Remote)
About Us :
Our cilent is a venture-backed organization in hyper-growth mode, headquartered in New York City with all US-based positions being 100% remote. Founded by innovative practitioners to solve massive-scale cybersecurity challenges, they are disrupting the cybersecurity operations market with their unique technology that builds cyber fusion centers for large enterprises and the mid-market.
About You :
Strategic and tactical initiative leader
Hungry, inquisitive, proactive, energetic, and driven
Growth mindset and results-oriented
Thrives in a fast-paced, collaborative environment
Why We Are Hiring :
The Customer Success Manager is responsible for the technical aspects of customer success processes, including customer onboarding, training, support, and technical enablement.
What You Will Do :
Participate in cross-functional projects
Own and maintain training functions within the Customer Success department
Manage multiple projects / tasks with minimal supervision
Serve as the technical point of contact for Customer Success Managers
Escalate technical issues and questions to the engineering and development teams
Communicate effectively with management, team members, and other departments
Balance long and short-term goals by prioritizing activities
Actively create and participate in curriculum planning sessions for new product training
Recommend and implement solutions when project issues arise
Build strong customer relationships with key stakeholders and sponsors
Strive to provide exceptional customer experience
Manage customer expectations and lead them to satisfaction
Ensure all deliverables arrive in good order, on time, and meet customers’ requirements
Track key account metrics
Communicate progress to both internal and external stakeholders
Identify growth opportunities
Collaborate with our team to achieve sustainable growth
Who You Are :
Experience as a CSM or in a similar customer-facing role
Prior cybersecurity experience required; technical experience in threat intelligence preferred
Excellent oral presentation and customer interaction skills
Technical and troubleshooting skills in at least one software application or technology
Proven track record of Technical Account Management or relevant experience
Experience in managing multiple stakeholders and projects
Customer-oriented, attentive listener
Critical thinker and problem solver
Team player with good time-management skills
Strong interpersonal and communication skills
Experience with sales software such as Salesforce, Churn Zero, or other CSM tools
Experience with security applications and defense infrastructure
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