NSS Labs, Inc. is the global leader in operationalizing cybersecurity. Through continuous security validation and global threat discovery and automation, NSS Labs empowers enterprises to reduce the operational burden of cybersecurity and address crucial gaps in their cybersecurity efforts. Informed by our experience and strong foundation of security product validation, NSS Labs offers CAWS, a cyber threat protection platform that provides businesses with visibility into the cyber kill chain and automated insights into active threats. With global visibility into active threats and vulnerabilities, CAWS delivers a unique cyber risk rating that makes cybersecurity measurable and helps enterprises focus their resources in the areas that make the most difference. Combined, this information enables businesses to continuously monitor and respond to threats, strengthen their cybersecurity posture, and have confidence that they are appropriately securing the enterprise. CISOs, security operations teams, threat researchers, and information security professionals from many of the world's largest and most demanding enterprises rely on trusted insights from NSS Labs. For more information, visit www.nsslabs.com.

Customer Success Managers (CSMs) are responsible for ensuring customers realizes the value of their subscriptions and find our services easy to use, resulting in retained and expanded relationships.  Real Customer Success comes from the heart. You have great customer management and support skills. You’re passionate about engaging your customers and expanding their use cases, and you have the ability to create lasting relationships. If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of them.

Key Responsibilities:

• Accountable for customer retention & expansion through a virtuous cycle: onboarding, discovery, planning, delivery, quality assurance and renewal. 
• Gain customer insights, reframe how customers think about security and offer unique perspective that tie back to receiving the value from NSS Labs unique differentiators. 
• Establish a trusted relationship with clients that drives continued value.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Systematically collect customer feedback and needs to share cross-functionally.
• Manage account escalations.
• Have and continue to develop knowledge and insights about the current threat landscape, impact to customers, competitors and common security language and market movers.

Key Performance Measures:

• Renewal bookings & renewal rate
• Subscription utilization – both content Library and Advisory services
• Net Promotor Score – customer experience survey results

Required Skills and Experiences: 

• Prior experience in Customer Success, relationship sales or with similar jobs focused on increasing customer satisfaction, adoption, and retention.
• The ability to learn about the cyber-security industry and NSS Labs products and services portfolio 
• 3+ years of relevant experience.
• Ability to work in a high-energy team environment; team player with highest level of integrity.
• Positive and energetic communication; phone skills, excellent listening skills, strong writing skills.
• Proficient with standard corporate productivity tools (MS Office 365, salesforce.com, etc.).
• You’re driven: No one needs to push you to excel; it’s just who you are.
• Eager to learn, adapt and perfect your work; you seek out help and put it to use.
• You want to help and serve our customers.

At NSS Labs, we hire innovative and talented individuals with a passion for leading-edge technology. We have a culture of innovation, where quality, originality, and “thinking outside the box” are encouraged. Our leadership fosters professional growth and support, all within a fast-paced environment. 

Located in Austin, Texas, NSS Labs offers its team members competitive compensation, medical and dental, and 401(k) benefits. If you feel you have the passion, dedication, and expertise that match our unique company, apply to join our team! Please send your resume to [email protected].  

Third party resumes are not currently being accepted. NSS Labs, Inc. will not pay a fee for unsolicited resumes.