Customer Success Manager - Channel

Invicti Customer Success Managers report to the Director of Customer Success and will “own” a portfolio of Invicti clients. Our Customer Success Managers are responsible for building and maintaining strong working relationships with key stakeholders, acting as an escalation point for issues that impact partner success and responding to retention risks and opportunities. As a member of the Customer Success Team, this position will aim to expand their customers’ adoption, retention, and ultimately, success. Customer Success Managers aim to become not just Invicti software product experts, but a valued resource in web application security best practices.

What You'll Be Doing:

• Professionally manage customer relationships with a portfolio of assigned accounts
• Meet and exceed customer retention goals and ensure consistently high retention rates.
• Build and maintain strong, trusted working relationships with key decision makers and power users starting from onboarding and throughout customer lifecycle.
• Gain a thorough understanding of assigned partner’s needs, security objectives, and processes to ensure that they successfully adopt and deploy Invicti.
• Ensure that customers derive maximum value from Invicti and collaborate with the sales team to help upsell additional services, integrations, and features.
• Identify risks to partner success and aggressively/proactively engage the partner whenever there’s an identified retention issue.
• Develop and execute retention plans for customers who may be at risk
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
• Gain and maintain an expert knowledge of Invicti's products and services
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.
• Manage contract related inquiries, questions, and issues from partners and other departments.

What You'll Need:

• 2+ years proven success in Account Management or in a similar company with a designated portfolio of clients/partners
• Experience with account portfolio planning, management, and prioritization
• Experience of managing a region or a high number of clients/partners
• High attention to detail and willingness to get “in the weeds” to fix a problem
• Knowledge of customer success best practices
• Experience driving client adoption of technology or software product
• Exceptional communication and relationship management skills

Why Invicti?

• Work-life integration is deeply important to us – we have frequent office events and team outings
• Open PTO - no bartering for days off you don’t technically have
• Office environment that cultivates creativity through an open and collaborative workspace
• 100% employer paid Health
• Casual dress all-day, everyday
• Kitchen stocked daily with tasty snacks, fruit and drinks
• Culture that emphasizes personal and professional growth
• Invicti is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

Currently, our team is fully remote due to Covid19 however if these MAD times ever start to settle down we would prefer this person to work onsite with us in our Austin, TX office.