Customer Success Manager

| Austin

Who We Are

Astronauts needed for a mission.

At the risk of sounding immodest, SecureLink may be the coolest company you've never heard of. After 14 years in business, we announced a strategic investment from Vista Equity Partners in 2017. Vista is the leading technology investment firm focusing exclusively on software, data, and technology-enabled companies. With our partners, existing customers, products and people, we are excited to launch the company to a higher orbit. 

SecureLink is the leading platform for secure, remote support of enterprise software. Our customers are top-tier names in healthcare, gaming, government, retail, legal and other highly-regulated industries.
SecureLink's world headquarters in West Austin is called the Hill Country Spaceship - a great facility we believe you would be proud to call your workplace. https://www.securelink.com/about/tourthespaceship/ 

What You'll Do

The Customer Success Manager is the central point of contact for all customer success and satisfaction during the customer lifecycle, working with and escalating to technical operations, professional services, product management, and account management resources on behalf of customers to ensure customer satisfaction, retention, and expansion. 

Implementation: Works with implementation & sales teams to ensure customer goals are documented and communicated. Participates in kickoff and as key escalation resource during implementation cycle to resolve delays and issues. Holds transition meeting at go live with customer and account management/onboarding resources to establish persistent communication through lifecycle.

Onboarding & Rollout: Collaborates with Onboarding and Account Management resources to ensure new customers quickly and effectively reach their goal and potential connectivity. Proactively monitors ongoing connectivity trends for new and existing customers, reporting and escalating trends for strategic account action.

Customer Tracking & Escalation: Primary resource for customer Watchlist process, monitoring overall health and satisfaction trends through the customer scorecard. Identifies and escalates identified issues to appropriate departments for assessment and resolution, working with them and customer as appropriate to increase growth and minimize churn.

Customer Communication: Primary contact for inbound communication from customers; responsible for relaying and escalating requests to appropriate groups at SecureLink. Holds scheduled reviews with customers based on tier to identify current and future goals. Informs the customer or serves as primary contact for notifications from SecureLink management.

Day-to-day responsibilities include:

  • Own customer satisfaction, health, and churn for assigned accounts at all stages of customer lifecycle 
  • Address and escalate customer requests for technical, product, onboarding, and project issues
  • Review and address customer satisfaction reports to highlight successes and resolve issues
  • Work with Project Management during Implementation of new customers to ensure customer goals and strategic objectives are met
  • Manage Watchlist process to ensure endangered accounts are being tracked and issues are resolved appropriately
  • Work with Onboarding Specialists to reach customer rollout goals/potential and expand SecureLink footprint within customer organization
  • Work with Account Management to prepare annual and ad-hoc business reviews for assigned customers

What You'll Need

  • 1 year of experience working with customers in Technology or a related field
  • Customer Success Management Best Practices
  • Customer Service Best Practices
  • Best practices for data entry and documentation
  • Excellent written and verbal communication skills

Why Choose Us

SecureLink doesn't just Have Fun Creating Value Over the Long Run (HFCV/LR) for our customers and shareholders, we Have Fun Creating Value in the lives and careers of our employees. Benefits and perks include:

  • Health: Medical, dental and vision insurance - SecureLink foots the whole bill for employees and subsidizes dependent coverage at 75%!
  • Wellness: SecureLink kicks cash into your HSA, $2,500 for those with individual coverage and $5,000 for those with family coverage. Employees are provided with a standing desk, healthy snacks, and have free access to an onsite gym.
  • Retirement: SecureLink contributes 3% of your annual base salary to a 401k.
  • Time off: Employees receive unlimited PTO, including time to volunteer. Additionally, we offer 10 paid company holidays.
  • Perks: Our onsite kitchen provides employees with healthy options for breakfast & lunch every day. We kick back $100 per month towards cell phone reimbursement.
  • Workspace: Casual dress code for our employees, and you will see many people around wearing jeans, and yes – even t-shirts and the occasional pair of flip-flops.

What Else?

Happy and successful SecureLink employees embrace the company's mission to have fun creating value over the long run. Great employees have three attributes that make them "slinky". These are 1) excellence at their position, 2) eagerness to grow and improve and 3) a true sense of responsibility to meaningfully contribute to the company, customers, and culture.

If you are just looking for another job, this is not the place for you. We like to laugh and be around happy, smart, interesting, self-motivated and "slinky" people. Slackers, grumps, and pessimists need not apply.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • SpringFrameworks
    • StrutsFrameworks
    • FreemarkerFrameworks
    • PostgreSQLDatabases
    • GainsightAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • YesWareEmail
    • RainKingLead Gen
    • PardotLead Gen

Location

Rising from the hill country on the western edge of Austin, the SecureLink Space Ship was built for the special astronauts who work here every day.

An Insider's view of SecureLink

What's something quirky about your company?

It's our ode to space missions and astronauts! Walk inside and you'll find life-sized model astronauts, conference rooms named after astronauts, space wallpaper, space mission posters, and more. To drive this theme home, every new employee is encouraged to try out the space simulator in our room dedicated to virtual reality (it's awesome!).

Ike

Sales Operations

How do you collaborate with other teams in the company?

One of the best things about working here is that I get to interact with so many smart, talented people. Everyone is always willing to lend a hand to help pull the company forward. There are no corporate politics and we are all open and honest with each other. The open communication leads to a lot less stress than at other companies I've worked.

Joe

CEO

What makes someone successful on your team?

Intelligence, creativity and a “play to win” attitude. We have a top of the line product and pride ourselves in providing a top of the line sales/support/implementation experience for our customers.

Carrie

Customer Success Manager

How do you empower your team to be more creative?

The best idea wins! From the kitchen staff to the executive team, we are always looking for innovation. Right now, our marketing team is launching a campaign featuring old-school combination locks: “Remember when security was this easy?” It didn’t matter that the idea came from the finance department- it’s clever and we ran with it!

Jeff

Co-Founder & Executive Chairman

How do your team's ideas influence the company's direction?

The best idea wins. It’s a perspective that permeates the whole company - we’ve even formalized it into the way we run things, we call it the goals process. Everyone decides which efforts they think are most critical, then makes it happen. It’s a bottom up way to make sure the best ideas win and our company keeps moving in the right direction.

Joel

CTO

What are SecureLink Perks + Benefits

SecureLink Benefits Overview

At SecureLink, we recognize we are in a competitive candidate market, and we want to provide the best to our employees.

Culture
Volunteer in local community
SecureLink has participated in events with Breakthrough Austin, Austin Pets Alive!, We Are Blood, Coats for Kids, the Central Texas Food Bank and many more.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Health Insurance & Wellness Benefits
Dental Benefits
SecureLink's dental plan covers 100% of the cost of preventative care, including topical fluoride and x-rays.
Vision Benefits
SecureLink's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay. Frames are covered up to $130 and contacts are covered up to $150.
Health Insurance Benefits
SecureLink offers a qualified high-deductible health plan through BCBS. In addition to covering 100% of the employee's health premium, we contribute $2,500/annually to a Health Savings Account (HSA).
Life Insurance
SecureLink offers group-term life insurance with a payout of 1x an employee's annual salary for the duration of employment.
Wellness Programs
To promote wellness, every employee is provided with a standing desk in their personal workspace, recreational club sponsorship, and healthy snacks and meals.
Onsite Gym
SecureLink employees enjoy access to a free onsite gym and volleyball pit.
Retirement & Stock Options Benefits
401(K)
SecureLink's 401(k) retirement plan offers a broad selection of funds to choose from.
401(K) Matching
SecureLink contributes 3% of your base salary to your 401(k) account regardless of your contribution.
Performance Bonus
All full-time employees are eligible for the SecureLink bonus plan.
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to 12 weeks of unpaid, job-protected leave mandated under the Family and Medical Leave Act (FMLA), SecureLink offers one month paid parental leave for all new moms and dads.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Unlimited PTO can be used for vacations, sick leave, and other needs such as bereavement, jury duty, or time spent supporting philanthropic endeavors. Work hard, play hard. Or relax — it’s up to y
Paid Volunteer Time
Paid Holidays
SecureLink offers all employees paid time off to observe 7 major holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
SecureLink's three-tap commercial beer keg is always stocked with cold brews, ready for our weekly onsite Happy Hour. It's hoppin' (beer puns hehe).
Casual Dress
SecureLink has a casual dress code for our employees, and you will see many people around wearing jeans, and yes – even t-shirts and the occasional pair of flip-flops.
Company Outings
SecureLink employees enjoy quarterly paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Free Daily Meals
SecureLink's onsite chefs provide breakfast, lunch, and snacks to employees every day. YUM.
Game Room
SecureLink's game room is decked out with a golf simulator, VR game equipment, ping pong, pool and foosball tables, shuffleboard, and pinball machines.
Stocked Kitchen
SecureLink has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored beverages you can handle.
Happy Hours
SecureLink staff enjoys a weekly Friday happy hour where employees are recognized for outstanding achievements during our "Price is Right" style wheel spins.
Parking
SecureLink employees don't worry about where they will park—we have our own lot.
Pet Friendly
SecureLink employees can bring their dogs to the office, we love our furry friends!
Recreational Clubs
SecureLink sponsors office sports leagues year round.
Professional Development Benefits
Job Training & Conferences
SecureLink offers a wide range of training programs to all employees, including functional bootcamps, in-house professional development, and knowledge sharing sessions.
Lunch and learns
SecureLink hosts a lunch-and-learn series we call KSS (Knowledge Sharing Sessions), intended to help expand our employees' base of knowledge through informal talks/discussions.
Promote from within
Online course subscriptions available

Additional Perks + Benefits

Having our own building allows us the flexibility to create our own workspace and do cool things like bring our dogs to work and cook bacon every day (and we definitely do that). In addition to our awesome inside spaces, just outside is our very own volleyball court! Check out like video on our page for a tour of our Hill Country Spaceship!

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