Named Customer Success Manager
6 days ago
The Opportunity:
We are seeking a Named Customer Success Manager to act as a trusted advisor for our most critical, high-value accounts. In this role, you will be responsible for driving customer success by understanding their business objectives, aligning our solutions to their needs, and fostering long-term partnerships. You will work cross-functionally with sales, product, and support teams to ensure customer satisfaction and retention, while uncovering opportunities for growth.
Responsibilities:
· Build and maintain strong relationships with key stakeholders at your assigned accounts, ensuring ongoing satisfaction and engagement.
· Serve as the primary contact for named accounts, providing strategic guidance and helping customers maximize product value.
· Conduct regular health checks and quarterly business reviews (QBRs) to ensure customers are meeting their business objectives.
· Collaborate with internal teams to develop and execute Success Plans, driving adoption, renewals, and expansion.
· Understand customer goals and challenges, promoting adoption and best practices to achieve desired outcomes.
· Proactively monitor account health metrics (e.g., usage, adoption, and engagement) and provide timely interventions to address at-risk customers.
· Identify upsell/cross-sell opportunities and work with sales for account expansion.
· Ensure customer success by managing risks, resolving issues, and acting as the first point of escalation.
· Collaborate across teams (Sales, Support, Product) to meet customer needs and share feedback.
· Provide regular reports on account performance and contribute insights for product improvement.
· Advocate for the customer's voice within the organization, keeping them informed on industry trends and evolving needs.
Requirements:
· 5 years' experience in Customer Success, Account Management, Consulting, or similar customer-facing role within the web/network/information industry. Experience with Cybersecurity and SaaS companies is an advantage
· Understanding of web applications, database, security, and auditing environments
· Experience managing multiple customer accounts, with a focus on driving adoption and mitigating churn.
· Proven ability to handle high-value accounts in a scalable, structured way.
· Ability to build strong internal and external networks
· Excellent problem-solving, communication, and stakeholder management skills.
· Capable of working within a globally dispersed, cross cultural team in fluctuating workload environment
· Demonstrated ability to work independently and as part of a larger team
· Ability to travel occasionally as needed.
Tell employers what skills you haveAccount Management
Management Skills
Management Consulting
Ability To Work Independently
Customerfacing
Cyber Security
Customer Success
Auditing
Interventions
Advocate
SaaS
Customer Satisfaction
Web Applications
Consulting
Stakeholder Management
Product Improvement
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