We're a product-first team on a mission to help grow the cybersecurity culture. We want to instill cybersecurity good practices to employees in a way that's actually effective, and entertaining enough so that employees don't feel like they're working. We've created a platform to easily rollout a cybersecurity awareness program, and we're looking for a Customer Success Manager to join our team.
Requirements
- Manage, grow, and nurture a portfolio of clients while serving as their primary point of contact and ensuring their satisfaction.
- Provide the best customer experience in order to reduce churn while maximizing renewal and expansion opportunities.
- Support clients in getting the most value out of our products.
- Own the success of a portfolio of ~120 Mid-Market customers, with a balanced focus on retention and expansion.
- Drive retention at scale by anticipating risks, preventing churn, and ensuring customers continuously extract value from our product and modules.
- Actively identify and drive expansion opportunities (upsell and cross-sell) within your portfolio by deeply understanding customer needs and use cases.
- Advise customers on best product usage, helping them unlock additional value as their needs evolve.
- Prepare and lead customer interactions (onboarding calls, follow-ups, business check-ins), with a pragmatic and outcome-driven approach.
- Position yourself as a trusted cybersecurity partner, combining product knowledge with a strong understanding of customer challenges.
- Work closely with internal teams (Sales, Product, Marketing) to support expansion motions and improve the overall customer experience.
- Collect and share customer feedback and expansion signals, contributing directly to product evolution and process improvements.
- Help define and improve processes, playbooks, and workflows tailored to the Italian market, with a strong focus on scalability.
- Provide continuous feedback from the field, contributing to the structuration of our go-to-market and Customer Success strategy in Italy.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
