Customer Success Manager

• Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
• Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
• Drive adoption- ensure customer applies the offering hours in a timely manner
• Ensure customer is measurably satisfied with the service they are receiving
• Informing customers of refresh needs and options
• Proactively identify up-sell and renewal opportunities and grow revenue
• Facilitate portfolio renewals
• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value
• Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time
• Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customer
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs
• Serve as a customer advocate in influencing service and product roadmap and improvements
• Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence
• Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
• Capture and nurture CISO and execute relationships to influence the recurring strategic spend

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