Customer Success Manager

This posting is based out of Albuquerque, New Mexico. To be eligible for consideration, candidates must be local or willing to commute.

• Lead the onboarding process of new clients to ensure a smooth transition onto our platform.
• Educate clients on our products' features, benefits, and functionalities to help drive adoption.
• Develop and customize the onboarding plan based on the client’s needs.

• Serve as a primary/single point of contact for clients to build strong relationships based on trust and transparency.
• Conduct regular surveys (NPS/ad-hoc check-ins).

• Serve as the primary point of contact for assigned clients, building strong relationships based on trust and transparency.
• Conduct regular check-ins to assess client satisfaction, gather feedback, and address concerns.
• Oversee and deliver quarterly or yearly business reviews that align with customers' overall security posture goals.
• Collaborate with cross-functional teams, including sales, product development, and support, to advocate for client needs and drive product enhancements.

• Proactively monitor client usage and engagement metrics to identify opportunities for upselling and expansion.
• Develop strategies to maximize client retention and minimize churn rates.
• Lead renewal discussions and negotiate terms and agreements to ensure continued partnership.

• Champion the voice of the customer internally, providing insights and feedback to inform product roadmap decisions.
• Act as a trusted advisor to clients, offering strategic guidance and best practices to maximize the value of our solutions.
• Encourage customer advocacy through case studies, testimonials, and referrals.

• Coordinate training sessions and workshops to empower clients to utilize our products effectively.
• Provide ongoing support and troubleshooting assistance to address client inquiries and technical issues.
• Develop and maintain comprehensive documentation and knowledge resources for self-service support.

• Bachelor's degree in Business Administration, Computer Science, or related field (or equivalent experience).
• 1-3 years of proven experience in a customer-facing role, preferably within the SaaS or technology industry.
• Strong understanding of cyber security concepts and solutions.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Experience in working with SLED customers is preferred but not a must
• Strategic mindset with a focus on driving customer success and achieving business objectives.
• Detail-oriented and organized, capable of managing multiple projects and priorities simultaneously.
• Proficiency in CRM software and other relevant tools (e.g., Salesforce, Zendesk, Catalyst, Gainsight, Zoho).
• Willingness to travel occasionally for client meetings or industry events.

• Medical Insurance — Multiple plan options with low deductibles and competitive rates for individuals and families.
• High and low plan options with 100% coverage for preventive care.

• Vision Insurance — Coverage for exams, glasses, and contacts with generous allowances.

• Life & AD&D Insurance — Company-paid basic life insurance; optional supplemental coverage for employees and dependents.

• Short-Term & Long-Term Disability — Income protection up to 60% of earnings for qualifying disabilities.

• Flexible Enrollment with Rippling — Easy online platform for managing benefits and life event changes.