Full-Time Customer Success Manager (Unit 42)

As a member of the Unit 42 team, you will be a part of a growing team responsible for the successful adoption of purchased U42 offerings and driving increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise).

Your Impact:

• Ensure customers maximize ROI by owning customer onboarding, adoption, satisfaction, and advocacy across a portfolio of customers.
• Provide high-touch/white glove customer outreach post-close to shepherd customers through onboarding.
• Drive adoption: ensure customers apply the offering hours in a timely manner.
• Ensure customer satisfaction with the service.
• Inform customers of refresh needs and options.
• Proactively identify up-sell and renewal opportunities to grow revenue.
• Facilitate portfolio renewals.
• Develop trusted advisor relationships with customer stakeholders, executive sponsors, and partners to drive cybersecurity solution adoption.
• Be the first line of defense in solving customer support requests, coordinating and prioritizing timely resolutions with consulting teams.
• Become a Subject Matter Expert over time.
• Ensure continual communication with customers on Unit 42 messaging, updates, events, and contact points.
• Develop a comprehensive understanding of customer business challenges and objectives to appropriately map services and benefits.
• Serve as a customer advocate in influencing service and product roadmaps.
• Partner closely with sales and consulting teams to develop and apply processes.
• Manage performance metrics (CSAT, renewal rate, upsell/cross-sell, reference-ability, adoption, consumption, customer engagement).
• Capture and nurture CISO relationships to influence recurring strategic spend.

Your Experience:

• Experience building programs in a dynamic organization.
• Strong consulting and project management skills with proven results in driving business value for customers, interacting with client teams at various technical levels.
• Proven track record of managing customer escalations, balancing expectations, and negotiating resolutions.
• Highly data-driven with a commitment to process.
• Excited about driving and tracking consistent customer engagement.
• Team player with integrity, innovation, and a desire to improve customer service.
• Desire to partner and work cross-functionally with Sales, Operations, and Consulting teams.
• Previous experience with cybersecurity or enterprise software is a plus.
• Ability to multi-task and work in a fast-paced environment.
• Knowledge of customer success techniques and technologies.
• Flexibility for nights, weekends, and occasional travel.
• Tableau experience is a plus.

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