Team Lead, Customer Success
Vidyard
Senior Customer Success Manager, Enterprise
Cobalt
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $104,768 - $130,960 per year
Job Level
Senior
Tech Stack
Cyber Security
About the role
- Own overall relationship with assigned clients, including adoption, retention, growth, and satisfaction
- Establish a trusted/strategic and consultative advisor relationship with each client and drive continued value of our products and services
- Develop, prepare, and nurture customers for advocacy
- Build successful security testing and cybersecurity service programs for our customers
- Act as the voice of the customer internally to advocate for their needs
- Monitor day-to-day service execution and customer satisfaction
- Balance consultative strategic planning with tactical execution to help customers design long-term security roadmaps while driving near-term results
- Work with customers to establish critical goals and KPIs, and partner with them to achieve these outcomes
- Manage the annual renewal process to assure uninterrupted product use
- Identify and develop upsell opportunities
- Program manage account escalations
- Interface with internal and external C-level executives
- Partner directly with Sales to deliver a seamless customer experience
Requirements
- 3-5 years of experience in Enterprise Customer Success
- Consultative approach, balancing high-level strategic planning with hands-on tactical execution
- Domain knowledge in cybersecurity services, including frameworks, testing practices, and program execution
- Experience partnering with SecOps, AppSec, CISOs, Security Engineers and Analysts (strongly preferred)
- Experience working with Salesforce
- Strong multi-tasking skills and flexibility to adjust to changing priorities
- Excellent written and verbal communication skills
- Familiarity working with Enterprise-level clients
- Prior experience in a detail-oriented and analytical environment
- Prior experience managing renewals, expansions, and speaking with C-level executives
- Naturally proactive, eager to learn, and customer-focused
