Senior Customer Success Manager

Senior Customer Success Manager

About SecurEnds

With the increase of remote users and modern technology, critical data is crossing organizational boundaries and security teams are grappling to understand “Who has access to what?” and “What are our security risks?” SecurEnds’ holistic compliance platform helps security and compliance individuals gain visibility with a single unified view across all applications and platforms – both in the cloud and on-premises. SecurEnds Credential Entitlement Management (CEM) and Governance, Risk and Compliance (GRC) solutions automates access reviews and GRC to help companies reduce risk to fortify their security posture, easily provide proof of compliance, and ultimately reduce audit fatigue.

Position Summary

SecurEnds is seeking a proven customer-focused professional to join our team. The ideal candidate for the Senior Customer Success 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 Senior Customer Success Manager will be accountable for partnering with our customers to drive adoption and optimization of the SecurEnds’ experience

Essential Functions
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
Bachelor’s Degree
3 to 5 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

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.