Full-Time SMB Customer Success Manager

About the Role

Virtru is looking for a Customer Success Manager to join our SMB Customer Success team.  This role will be responsible for managing a large book of small and mid-sized accounts. You will be responsible for owning your accounts and driving maximum value and impact across the book. 

To succeed in this role, you’ll need to be comfortable learning new technologies and communicating successfully with a wide range of customer personas. You will partner with your customers to build strong relationships and to make sure they’re getting the most value out of Virtru’s products. Your primary goals will be to onboard new customers, renew existing contracts, and to enable expansion and upsell in partnership with Sales. 

 Responsibilities include:

• Onboard and train new customers on Virtru’s products, delivering a great first time experience. 
• Manage the renewal process and hit your retention targets. 
• Run account reviews for existing customers and educate them on new Virtru features and products.
• Drive engagement and product usage across your book.
• Handle at-risk customers and potential churn scenarios. 
• Generate invoices and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
• Handle any other outlier scenarios across the base.

 About You

• 4+ years experience working in a customer-facing role (support, sales, customer success, account management, etc.)
• At least 2+ years of experience supporting technical products, applications and/or environments.
• Experience running training calls 
• Ability to interact with both technical and non-technical staff and customers.
• Strong technical aptitude and problem-solving skills. 
• Positive, customer-oriented attitude.
• Comfortable working in a fast-paced environment, both independently and in a team. 
• Exceptional written and verbal communication skills
• Strong organizational and prioritization skills 

Extra Credit (Not required but will come in handy!)

• Experience working as a CSM at a high-growth SaaS company.
• Salesforce/Outreach Experience
• Experience with renewals and/or negotiations. 

Virtruvian qualities that will set you up for success:

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.