Flare

Manager

• Develop and deliver a virtual enablement program that guides partners through prospecting, pipeline generation, qualification and closing specific to Flare.
• Run ongoing, live partner enablement sessions to keep partners current on product innovation, competitive positioning, and market shifts
• Curate and manage the Partner Portal with training content, marketing assets, and certifications that drive real partner readiness
• Design tiered certification programs that validate partner expertise across sales motions and vertical use cases
• Create co-selling frameworks with joint value propositions, partner-specific playbooks, and aligned sales execution models
• Collaborate closely with Product, Product Marketing, and Sales to translate internal capabilities into partner-consumable enablement
• Collaborate with MSSP partners to build sales confidence through training, shadowing, and co-selling through an initial onboarding program and ongoing development
• Build strong relationships with partner sales teams and ensure consistent alignment with Flare’s go-to-market strategy.

Partner Enablement Manager

Customer Success Manager

• Serve as a primary point of contact for a pooled book of scaled customers, managing the end-to-end customer lifecycle within defined engagement models
• Drive onboarding, adoption, and renewal readiness through the development and execution of repeatable success motions, including check-ins, lifecycle emails, and targeted enablement
• Monitor customer health, usage trends, and risk indicators, proactively addressing issues and escalating when appropriate
• Execute success plans aligned to customer goals, with a focus on measurable outcomes and platform value
• Partner closely with Sales, Support, and Product to ensure coordinated customer experiences and clear handoffs
• Own the retention of the scaled customer segment, actively working with the rest of the scaled team to mitigate churn and drive maximum lifetime value
• Responsible for identifying expansion, optimization, and upsell signals, follow-up and execution
• Maintain accurate and timely documentation in HubSpot and customer success tooling to support automation, reporting, and scale
• Contribute feedback and insights from scaled customers to improve playbooks, lifecycle programs, and tooling
• Develop foundational cybersecurity and threat intelligence expertise to effectively guide customer conversations

Customer Support

• Own and resolve escalated customer issues that require advanced investigation and technical expertise.
• Perform deep-dive troubleshooting to identify root causes and prevent recurrence of known issues.
• Communicate clearly and proactively with customers throughout the lifecycle of complex cases.
• Reproduce issues and validate bugs before escalating to Engineering, ensuring high-quality handoffs.
• Analyze support trends and own Zendesk Explore to identify opportunities for process improvements and self-service enablement.
• Contribute to continuous improvement initiatives across Support, Product, and Customer Experience.
• Collaborate closely with Product and Engineering teams to advocate for customer needs and improvements.
• Provide customers with clear explanations, timelines, and workarounds to maintain trust during investigations.
• Create and maintain support documentation, internal playbooks, and known-issue references.
• Support the onboarding, training, and ongoing enablement of Level 1 Support Specialists.

Partner Enablement Manager

Customer Success Manager

Support Specialist – Level 2