About Our Client
Our client is a leading player in Cloud Privileged Access Management (CPAM), offering the only modern platform that unifies privileged access visibility, dynamic privilege management, and secrets governance across cloud infrastructures, SaaS, and hybrid environments.
Fortune 500 companies trust its patent-pending technology and repeatedly recognized as one of the hottest cloud security startups. Founded by cybersecurity veterans with a successful exit and backed by top-tier VCs, the platform delivers just-in-time ephemeral access, eliminates standing privileges, and enhances security while ensuring seamless multi-cloud access.
About The Role
As a Customer Success Manager, you’ll be the trusted partner guiding customers through their journey with the company. You’ll play a key role in driving early success for new customers while strengthening long-term relationships with existing ones.
Key Responsibilities
- Drive the early success phase for new customers and help ensure a positive and productive relationship with existing customers.
- Own the overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and assisting with up-sells.
- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.
- Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
- Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the brand.
- Support Sales in the pre-sales process, including proof-of-concept and proof-of-value, scoping and other stages.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.
- Identify at-risk accounts and minimize annual churn rates.
- Identify upsell opportunities and work with Sales to drive additional revenue from customers.
- Act as a point of escalation and monitor effective resolution to all account issues.
- Enable the organization's Partners through product training, best practice sharing, joint partner implementation support.
Required Qualifications
- Minimum 2 years of software support experience.
- 2+ years in a SaaS environment, preferably start-up, at any stage.
- Bachelor’s Degree or equivalent experience in cybersecurity SaaS field.
- Excellent communication skills and a positive attitude.
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven experience with application / internet-based customer support.
- Full understanding of Customer Success / community engagement.
- Ability to self-manage and work within multiple systems efficiently (e.g. CRMs, JIRA, Monday.com and others).
- The ability to prioritize and manage multiple tasks at once.
Salary Range
The estimated base salary for this role is $100,000 - $160,000. Individual compensation packages are based on various factors unique to each candidate, including experience, expertise, location, and other factors.
Perks + Benefits
- Work from anywhere in the US! The organization is fully remote (US only, other areas are subject to review).
- Competitive compensation and meaningful equity.
- Medical, dental, and vision insurance.
- Paid parental leave benefits.
- 401k (U.S.).
- Flexible + Unlimited PTO (U.S.).
- Career development opportunities and paths.
- Home office and connectivity stipends.
- Team socials + Offsites.
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”
