What Youll be Doing:
Manage the day-to-day workflow of the Customer Success team.
Handle escalated customer issues and help other team members to provide their customers with value.
Proactively own and manage a portfolio of enterprise/midsize level accounts and become their trusted advisor and influencer.
Develop individual growth plans for each customer to ensure adoption, expansion and loyalty across your portfolio of customers.
Answer customers and prospects regarding product knowledge, best practices and how-to.
Own your accounts, build relationships with the technical and management teams and with C-level executives. Promote our value through understanding customers business needs, engaging sales and product teams internally, and delighting the customer throughout the customer journey.
Manage the implementation of new use cases, best practices, and functionality to expand existing accounts.
Collaborate with Sales to ensure customer contract renewals.
Must 2+ years of experience as CSM Team Lead in a B2B SaaS company.
Must 3-5 years of B2B SaaS customer success, account management or consulting experience working with mid to large, enterprise-level accounts.
Must Excellent communicator with fluent spoken and written English.
Must Problem-solving skills: youre a natural troubleshooter, process-oriented, and a good communicator.
Must Tech-savvy with a grasp of surface/Dark Web content, big data, data mining, data preparation, and analysis.
Advantage Cyber threats background, as an Analyst or as Pre Sales role.
Advantage Hands-on technical knowledge with scripting, SQL, data analysis.
Advantage Familiarity with SaaS / RESTful APIs.
Advantage Sales background.
