Manager, Customer Success

Your Role:

Seeking a seasoned, commercially driven leader to join us as the Manager of Customer Success. This role is responsible for developing and managing a team of Customer Success Managers as well as overseeing strategic client accounts. You will be responsible for driving revenue, cultivating executive-level client relationships, and providing day-to-day oversight of these highly important clients.

In this high-impact position, you will not only mentor and scale a quota-carrying team but also act as a hands-on strategic partner to our most strategic client accounts. You will be directly accountable for coaching your team and ensuring our customers continuously realize the value of our cybersecurity platform ensuring seamless service delivery, rapid time-to-value, and proactive mitigation of churn risks.

Your Opportunity:

• Develop and Manage the Team: Recruit, onboard, and continuously develop a team of top-tier Customer Success Managers capable of handling complex technical sales cycles and strategic relationship management.
• Performance Management: Set clear performance expectations, track individual KPIs, and build professional development plans to foster a high-performance, revenue-focused culture.
• Drive Revenue & Quotas: Lead your team to consistently meet or exceed targets for renewals, upsells, and cross-sells (Gross and Net Revenue Retention).
• Cultivate Executive Relationships: Act as the executive sponsor and primary point of contact for a select portfolio of top-tier, strategic client accounts. Build trusted, advisory relationships with CISOs and IT leadership.
• Deal Strategy & Negotiation: Join customer calls alongside your CSMs to provide strategic support on complex, high-value renewal negotiations and expansion deals.

What You'll Need:

• Leadership & Account Management: Minimum 5 years of leadership experience managing teams up to 10 people with proven experience managing Customer Success, Account Management, or Inside Sales teams, paired with direct experience managing strategic, enterprise-level accounts, preferably in a technology (SaaS) company.
• Commercial Track Record: Demonstrable history of driving revenue, meeting or exceeding team-based sales targets, and successfully managing complex contract negotiations (NRR/GRR).
• Business Acumen & Strategic Execution: Ability to quickly understand client business structures and needs, and articulate and demonstrate what is required for a successful implementation of customer expectations.
• Executive Presence: Exceptional communication and presentation skills, with a proven ability to cultivate and manage relationships at the C-suite and executive levels.
• Cybersecurity Industry Knowledge: Strong operational understanding of the cybersecurity landscape to effectively communicate technical ROI to security leaders.
• Operational Rigor: Deep expertise in CRM/CS tools (SalesForce.com and Clari a plus) for pipeline management, data analysis, and accurate revenue forecasting.
• Team & Organizational Leadership: Excellent organization, motivational and leadership skills to inspire and guide a high-performing team.
• Travel and Education Requirements: Ability and willingness to travel up to 25%. and have a BA/BS degree.

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