Customer Success Manager

| Austin
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SpyCloud is laser focused on preventing online fraud with our proactive solutions, which protect billions of employee and consumer accounts worldwide from account takeover.

We’re the trusted account takeover fraud prevention partner for B2B organizations and consumer brands, including 4 of the Fortune 10, and power fraud investigations for law enforcement agencies around the globe. Our solutions are backed by the most comprehensive and actionable repository of compromised credentials and PII recovered from third-party breaches, with over 100B assets and counting, including more than 21B passwords.

Our Mission

Our mission is to significantly disrupt the cybercriminal economy to eliminate the loss of money, time, and reputation due to online fraud – and ultimately to make the internet a safer place for individuals and businesses.

Job Description/Summary:

The Senior 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 and strategy management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Experience in developing and growing client relationships is required.

Primary Responsibilities:

  • Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
  • Build, leverage and sustain relationships with customers and internal cross functional teams to maximize success
  • Create, execute and oversee action plans to track customer activities and projects and ensure engagement by appropriate parties throughout
  • Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption
  • Continually capture and monitor customer business drivers to ensure optimal solutions and further client engagement with SpyCloud products/services
  • Accurately forecast and achieve revenue goals by identifying up sell opportunities based on needs of the customer or new production rollouts
  • Effectively articulate value propositions, create interest and generate excitement through customer presentations
  • Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction
  • Inform and report account status up to VP, Customer Success
  • Identify creative solutions for strategic accounts
  • Inspire others

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
  • Strong technical aptitude with the capability of talking to and staying abreast of technical developments at SpyCloud
  • Adept at dealing with complex customer relationships and developing resolution to critical matters

Highly Desired Skills: 

  • 5-10 years of Customer Success Management experience in a client facing role
  • Experience working for a Software as a Service (SaaS) company
  • 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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • PythonLanguages
    • RustLanguages
    • jQueryLibraries
    • ReactLibraries
    • Pyramid Web FrameworkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM

Location

There are few places more Austin than South Congress Avenue. Our HQ is walking distance from local restaurants, shopping & close to downtown.

An Insider's view of SpyCloud

What’s the vibe like in the office?

It's been a joy getting to work with passionate, intelligent and creative coworkers, who also value a great sense of humor. The convenient location on S 1st, free lunches and unlimited supply of La Croix definitely adds to the awesomeness!

Melanie

Executive Assistant

How do you collaborate with other teams in the company?

There are no silos at SpyCloud. Everyone is aligned, focused on: build a great company; deliver value to customers. It emanates from shared cultural values among everyone. That makes collaboration among teams easy. Everyone rolls up their sleeves, works together regardless of team, and gets things done. We deliver results, as a team.

Ted N.

Business Development Manager

What makes someone successful on your team?

Technical challenges are plenty at SpyCloud but the key to success is working as a high functioning and cohesive team. We strive to improve together and this starts with each of us. Being driven, curious, flexible, and humble are all qualities for success at SpyCloud. Any challenge can be tackled with the right team supporting you!

Ronak

Vice President of Engineering

How would you describe the company’s work-life balance?

Our teams are highly collaborative, while respecting individuals’ personal space and the need to hunker down to get stuff done. We enjoy working in our open space, coming and going as we need to get work done when we're most productive. That flexibility gives us ample time to collaborate with coworkers while still allowing quality time with family.

Chris

Chief Strategy Officer

What are SpyCloud Perks + Benefits

SpyCloud Benefits Overview

We believe that healthy, happy employees are the most creative and productive, so if you come to work with us, expect some great perks!

Culture
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
SpyCloud is proud to offer a 401(k) with choices including managed portfolios or index funds.
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Your best inspiration may not come between 8am & 5pm (our core hours)! SpyCloud believes in allowing you to have a flexible work schedule that includes varied start times, times of day or locations!
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Free Daily Meals
Daily lunches mean we get to enjoy each other company and food from many of Austin's great eateries. Friday breakfasts add an extra burst of energy to finish work before we go into the weekend.
Stocked Kitchen
We keep our kitchen stocked with coffee and tea, delicious snacks, and an impressive array of beverages!
Some Meals Provided
Happy Hours
Parking
Our prime location offers ample onsite and nearby onstreet parking.
Pet Friendly
We love the soulful eyes and exuberant personalities of our SpyCloud canines. 3 Corgis are just the beginning of the awesomeness of SpyCloud Pets.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within

Additional Perks + Benefits

We are passionate about solving hard problems, building a company culture that promotes the best in our employees, and creating products that delight our customers.

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