Job Description

Challenges You Will Solve

Your mission is to empower our customers to continuously improve their security outcomes, so that they can make their greatest impact. Customer Success Managers are responsible for driving customer satisfaction, retention, and growth by building strong relationships, ensuring product adoption and providing ongoing assistance. They act as a trusted advisor, helping customers achieve their cybersecurity goals and maximize the value of their investment. You will develop great relationships, and help customers unlock the power of Red Canary.

• Develop and maintain strong, positive relationships with a portfolio of midmarket customers, serving as their primary point of contact and advocate within Red Canary
• Guide customers through the post-sales journey, including onboarding, solution implementation, and initial adoption, ensuring a seamless and positive experience.
• Proactively engage with customers to understand their evolving business needs and security challenges, demonstrating how our solutions can help them achieve their goals and realize maximum value
• Partner with sales on customer renewals and identify opportunities for upsell and cross-sell of additional products and services. Partner with sales to execute on expansion opportunities
• Monitor customer health metrics, identify potential risks, and proactively intervene to address issues and ensure customer satisfaction
• Maintain a deep understanding of Red Canary's product portfolio, features, and roadmap, effectively communicating their value to customers
• Champion customer needs internally, collaborating with product, engineering, support, and sales teams to ensure a unified and positive customer experience
• Share best practices, provide ongoing education, and offer strategic guidance to customers on optimizing their use of our cybersecurity solutions
• Collect and synthesize customer feedback to inform product development and service improvements
• Conduct regular executive business reviews to ensure continued value realization and retention
• Deliver against quarterly OKRs and KPI targets

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role at a Saas cybersecurity company
• Solid understanding of cybersecurity concepts, technologies, and industry trends (e.g., endpoint security, network security, cloud security, SIEM, threat intelligence, incident response)
• Experience working with customers larger than 1000 employees and greater than $100,000 in annual recurring revenue
• Proven ability to build and maintain strong customer relationships, fostering trust and rapport
• Excellent communication, presentation, and interpersonal skills
• Strong problem-solving and analytical abilities
• Proactive and self-motivated with a strong sense of ownership and accountability
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment
• Exceptional organizational skills
• Proficiency with Salesforce, Atlassian products, and Zendesk a plus

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