Customer Success Manager
SecurEnds is seeking proven customer-focused professional to join our team. The ideal candidate for the Customer Service Manager (CSM) role has experience working with customers, as well as inside and outside sales, to maintain customer satisfaction.
This is a unique opportunity to gain experience in a fast-growing start-up environment. The role of the Customer Success Manager will be accountable for partnering with our customers to drive adoption, optimization of the SecurEnds’ experience and be the trusted partner for talent helping them align their talent objectives to our current and future capabilities.
SecurEnds is an Identity Security software company born in cloud, offering modern Identity Governance & Administration (IGA) capabilities for On-Premise, Cloud and SaaS applications. SecurEnds allows organizations to standardize access requests, determine segregation of duty (SOD) conflicts and verify right controls are in place to meet SOX, HIPAA, PCI, ISO27001 and NIST requirements.
Work with customer post implementation to drive product adoption and achieve value/ROI
Monitor product usage, drive feature adoption and customer retention
Build relationships to ensure continuous alignment between customer’s changing objectives and SecurEnds solution.
Escalate customer issues with respective internal teams and facilitate resolution to ensure customer satisfaction
Deliver periodic customer health-checks
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of SecurEnds’ products and services
Be the “voice of the customer” with product engineering, professional services and implementations group to drive platform and process improvements
Communicate with internal and external customers and all levels of management
Continually seek opportunities to increase customer satisfaction and deepen client relationships
Education and Experience Requirements
2+ years’ Customer Success, Account Management, or Sales experience within the SaaS or similar industry
Aptitude to thrive in fast paced environment with a high rate of change
Ability to efficiently manage multiple customer projects simultaneously
Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5:30 p.m.
This position may require willingness to travel to customer location if needed. Travel is primarily local during the business day, although some out of town and overnight travel may be expected.
Work Authorization/Security Clearance
Should be eligible to work in the United States.