Job Level
Mid-LevelSenior
Tech Stack
Cyber SecurityPython
About the role
- Guide new customers through onboarding, ensuring smooth implementation and adoption of key features
- Conduct training sessions and provide best practices to maximize customer value
- Act as primary point of contact for customer queries and needs; build strong relationships with stakeholders via regular check-ins (QBRs, EBRs)
- Monitor customer health scores, proactively address churn risks, and drive retention and expansion strategies
- Identify upsell and cross-sell opportunities and collaborate with sales and marketing on renewals and expansion
- Work closely with support to resolve technical issues, escalate when needed, and provide product feedback
- Gather customer feedback and advocate for customers in product and engineering roadmap discussions
- Spearhead Hadrian's expansion into the US and ensure customers are actively engaged and prevent churn
Requirements
- At least 4 years of experience in Customer Success for SaaS enterprise solutions in the cybersecurity space
- Startup/scaleup experience
- Understanding of cybersecurity fundamentals
- Successful track record in minimizing churn and aligning technology with customer needs
- Experience working with diverse customers, including enterprises and government entities
- Ability to build bridges between technical teams and customers
- Thrive in a fast-moving startup environment
- Bonus: Technical background with experience in Python, APIs, or hands-on offensive security
- Bonus: Experience with SaaS solutions
- Background check will be part of the process