Customer Success Manager

| Austin
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Customer Success Manager

Austin TX

Job Description/Summary:

The Customer Success Manager maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining client relationships is required.

Primary Responsibilities:

  • Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
  • Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals
  • Create, execute and oversee action plans to track customer activities and projects and ensure engagement by appropriate parties throughout
  • Continually capture and monitor customer business drivers to ensure optimal solutions and further client engagement with SpyCloud products/services
  • Identify up sell opportunities based on needs of the customer or new production rollouts
  • Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption
  • Inform and report account status up to VP, Customer Success

Key Qualifications and Requirements:

  • Self starter with drive to succeed
  • Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s)
  • Superior active listening skills are required
  • Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
  • Excellent analytical capabilities to breakdown complex tasks into executable and measureable steps
  • Creative problem solver, able to accomplish goals through a variety of processes and tools
  • Capability of talking to and staying abreast of technical developments at SpyCloud
  • Ability to deal with complex customer relationships

Highly Desired Skills: 

  • 3-5 years of Customer Success Management experience in a client facing role
  • Familiarity with Software as a Service (SaaS) solutions
  • Cyber security and ATO prevention experience a plus

Education:

  • BA/BS/Undergraduate
  • Competency with Microsoft's suite of business products
  • Salesforce and Zendesk experience is a plus
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Location

Our HQ is classic Austin: a historic theater on South Congress. Walk to local restaurants and shopping, or grab an easy scooter ride to downtown.

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