Customer Success Manager

About Us

Transmit Security is hiring a Customer Success Manager to join our rapidly expanding team. As a Customer Success Manager (CSM) in Transmit Security, you will work closely with our customers, build strategic relationships with them, and help them achieve their business goals as a trusted advisor. You will orchestrate and be the single point of contact for all services and support related matters. Your main goal is to gain and maintain the satisfaction of our customers through deep understanding of the customers’ issues and environment. In addition, you will be involved in the sales cycle to coordinate subscription renewal, up-sell and cross-sell activities.

The CSM will lead guided success services which realize a solid and sustained partnership to improve customers’ experience. The CSM will host strategic review meetings periodically to align and update the success plan with customers.

This role can be remote, anywhere in the United States or LATAM.

Responsibilities

• Create and execute onboarding / welcome package and process to onboard the newly signed customer

• Create and execute Governance and Executive relationship with customer’s key stakeholders

• Able to run Digital Motion with lower tier customers while maintaining high touch relationship with strategic and larger customers

• Understand and document our customers' business needs, use cases, dependencies, timelines and priorities

• Define and maintain customer success criteria and planning in terms of deployment, adoption, operations and business outcomes

• Build knowledge of customer’s environment, become the customer’s champion at Transmit Security

• Review customer’s evolving needs with the Product Management team

• Ensure smooth on-boarding and help maximizing product value

• Act as a "trusted" adviser to the customer to strengthen customer relationships

• Engage with Professional Services Consultants on specific project-based activities

• Keep track of customer health score, communicate and escalate risks

• Work with Sales and Field Engineers to develop new opportunities

• Be accountable for the solution provided to the customer to ensure great service, customer satisfaction and success

Knowledge, Skills, and Abilities

• Experience in a customer-facing role within the technology industry

• Ability to distill complex technical and business concepts into clear, actionable insights

• Proven ability to build lasting customer relationships and drive revenue growth

• Strong communication, presentation, and problem-solving skills with a collaborative and proactive approach

• Resilience under pressure with excellent time management and focus on delivery

Qualifications

• 5 years minimum experience in sales engineering, customer success management, technical account management or program management with SaaS, software or Cyber Security vendors

• Bachelor’s degree or equivalent work experience

• Proven track-record of establishing executive level relationships

• Excellent time management, multi-tasking, prioritization skills and ability to manage multiple concurrent projects/customers

• Detailed knowledge of and passion for SaaS and Security applications

• Consistently demonstrate strong organizational, project/program management, change management, and problem-solving skills

• Excellent interpersonal, verbal and written communication skills

• Ability to communicate effectively with both internal staff and external clients

• Ability to work independently as well as part of a team