Customer Success Manager
Cerby
full-time
Posted on:
Location Type: Remote
Location: Mexico
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About the role
- Own and strategically manage a portfolio of customers, prioritizing high-value accounts and proactively driving adoption, retention, and expansion opportunities aligned to Cerby’s revenue goals.
- Guide customers through the full lifecycle with a focus on outcomes, ensuring measurable value delivery, expanding their use of Cerby’s platform, and leading renewal planning and execution.
- Develop and execute customer growth plans by identifying expansion pathways, influencing key stakeholders, and partnering with Account Executives to drive upsell and cross-sell motions.
- Lead recurring business reviews and executive conversations, using data and insights to present forward-looking security strategies and demonstrate ROI.
- Serve as the strategic connector across Cerby, collaborating closely with Sales, Onboarding, Solutions, Product, Engineering, and Support to accelerate customer success and revenue impact.
- Become a Cerby platform authority, maintaining deep product expertise and providing prescriptive recommendations that maximize customer value and security outcomes.
- Act as the voice of the customer, synthesizing feedback, escalating risks, driving resolution of issues, and championing improvements across the Cerby experience.
- Continuously refine and scale Customer Success processes, contributing to operational efficiency, playbook development, and the evolution of Cerby’s customer engagement strategy.
Requirements
- 5+ years of experience managing a SaaS customer portfolio, with a strong track record of driving retention, adoption, and expansion across enterprise accounts.
- Demonstrated ability to deliver measurable customer outcomes through strategic engagement, value planning, and executive-level relationship management.
- Strong communicator and influencer who can simplify complex concepts and build trust with both customers and internal stakeholders.
- Consultative in approach, with experience leading customer discovery, identifying value drivers, and guiding customers toward meaningful outcomes.
- Comfortable working with technical concepts and translating them into clear customer value.
- Highly organized and accountable, with the ability to manage multiple customers, priorities, and cross-functional workstreams.
- Hands-on experience owning renewals, identifying expansion opportunities, and managing risk.
- Data-informed mindset, using customer health signals, usage trends, and feedback to prioritize action and improve outcomes.
- Experience in Identity, Access, or Security technologies is a plus.
- Professional proficiency in English and Spanish is required.
Benefits
- Competitive salary
- Flexible work hours
- Professional development budget
- Home office setup allowance
- Global team events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaS managementcustomer portfolio managementvalue planningrenewal managementrisk managementdata analysiscustomer health signalsusage trendscustomer discoverysecurity technologies
Soft skills
strategic engagementrelationship managementcommunicationinfluencingconsultative approachorganizational skillsaccountabilitytrust buildingproblem resolutioncollaboration