Full-Time Customer Success Manager (Unit 42)

Your CareerAs a member of the Unit 42 team, you will be one of the next members 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) who want to make an impact in a fast-paced, high-growth environment.We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change …. but in general if a role is deemed office-based we want our teams to be together four days per week.

Your ImpactEnsure 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.

Your Experience Experience building out new programs and initiatives within an ever evolving organization is preferred. Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth. Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions. Highly data-driven with a commitment to following process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio. Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers. Desire to partner and work cross-functionally with with Sales, Operations, and Consulting teams. Previous experience with a Cybersecurity or enterprise software company preferred. Ability to multi-task and work in a fast-paced environment. Knowledge of the latest customer success techniques and technologies preferred. Willingness to work nights and weekends as needed. Tableau a plus. Flexibility for travel.

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