Customer Success Manager

Denver Metro/Boston Metro/Remote

The Customer Success Manager is responsible for a managing key processes and communications that drive customer loyalty, satisfaction, retention and, where possible, service expansion. This role will be the primary resource responsible for coordinating customer engagements from initial onboarding (POC’s as well?), major issue tracking, periodic customer business reviews, customer check-ins, and contract renewals. This involves working directly with customers and multiple internal teams including Sales, Security Operations (SOC), Product Development, and Finance to maintain key metrics on the health of the customer account. This role performs the necessary needs assessment and analysis to maintain high customer satisfaction and clearly identify potential customer issues or concerns thatneed to be addressed. A customer dashboard will be shared weekly with executive management to provide visibility and to ensure proper prioritization and resources are dedicated to customer success and key priorities.

The ideal candidate must have a strong customer success background with experience working directly with customers as well as collecting and managing key customer health metrics. Customer and internal engagements will range from highly technical analysts to senior business executives. Must have the ability navigate difficult situations and leverage a strong internal team when necessary.

Like most of the world, we are working remotely these days, so communication skills—both verbal and written—are critical. This role will be filled in our Metro-Denver headquarters (in Louisville, CO) or in Metro-Boston. For the right candidate, we will consider making this a completely remote position.

At ThreatX we are proud of our technology, and our startup culture. The right candidate will need to have exemplary skills, a strong work ethic and intrinsic motivation to thrive here. If you love what you do and want to join a team of people who are changing the world of application and API protection, drop us your resume.

Working directly for ThreatX, the position’s primary role is to support a growing and extremely satisfied customer base.

Responsibilities

• Develop and report on key customer success metrics such as NPS, customer retention, customer expansion, and leading indicators of customer health.
• Define and develop key customer success information and metrics that demonstrate value to our customers and manage quarterly and/or annual business reviews with key accounts.
• Identify “at risk” customers and build risk mitigation plans to retain such accounts.
• Coordinate the development and implementation of “major” incident response and communication process.
• Ensure seamless transition from the Sales team to the Customer Success team (including SOC) by developing and using best-in-class onboarding, training and ongoing customer engagement programs.
• Ongoing management of a portfolio of customers, prioritizing daily tasks increase customer experience and loyalty.
• Identify on-going sales opportunities within portfolio and up-sell in order toincrease utilization, revenue, and retention.
• Passionately support ThreatX’s commitment to create an outstanding experience for all ThreatX customers.
• Build rapport and develop trust with customers and ThreatX leadership

Qualifications

• College degree or equivalent experience
• Experience managing a portfolio of customer accounts (SaaS account management a plus)
• Basic understanding of Firewalls, IDS/IPS or Web Application Firewalls (WAF)
• Ability to build and maintain strong, trusted relationships
• Ability to manage daily tasks and prioritize the most important work activities; strong attention to detail and follow through
• Entrepreneurial spirit and willing to do what’s required for success
• Excellent time management, multi-tasking, and prioritization skills
• Excellent written, oral communication and strong interpersonal, organizational and presentation skills
• Able to effectively present technical material to small and large groups
• PMP, CSM, or ITIL certification