Who We Are

 At SecureLink, we take our jobs seriously, but ourselves, not so much. We aren't afraid of a challenge and understand the autonomous and team effort required to accomplish something great! Founded in 2003, and headquartered in Austin, Texas, SecureLink provides market-leading security, privacy and compliance solutions, securing third party remote access for highly regulated enterprises and technology vendors, as well as insider access with innovative machine learning and audit of access to the most mission critical and sensitive systems of more than 30,000 organizations worldwide across multiple industries, including healthcare, manufacturing, government, legal and gaming.

Our Vision

We believe diversity drives better outcomes. We want you to be you. SecureLink is a place where your ideas and performance matter. Different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.

Choose Where You Work

At SecureLink, we believe trust is an essential ingredient for building productivity in the workplace. We want to ensure all our employees feel both safe and productive. Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, and Nashville, TN.

Remote work can currently be supported for employees residing in the following locations: AR, CA, CO, FL, ID, IL, KY, MD, MI, MN, NY, OH, PA, TX, TN, VA, WA.

What You'll Do

Our Customer Success Managers are 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. Our Customer Success Managers main focus is on:

Implementation - Work with implementation & sales teams to ensure customer goals are documented and communicated. Participate in kickoff meetings and act as key escalation resource during the implementation cycle to resolve delays and issues. Hold transition meeting at go-live with customer and collaborate with account management/onboarding resources to establish persistent communication through the customer's lifecycle.
Onboarding & Rollout - Collaborate with Onboarding and Account Management resources to ensure new customers quickly and effectively reach their goal and potential connectivity. Proactively monitor ongoing connectivity trends for new and existing customers, reporting and escalating trends for strategic account action.
Customer Tracking & Escalation - Maintain customer Watchlist process, monitoring overall health and satisfaction trends through the customer scorecard. Identify and escalate identified issues to appropriate departments for assessment and resolution, working with them and customer as appropriate to increase growth and minimize churn.
Customer Communication - Act as primary contact for inbound communication from customers; relaying and escalating requests to appropriate groups at SecureLink. Hold scheduled reviews with customers based on tier to identify current and future goals. Inform the customer or serves as primary contact for notifications from SecureLink management.
Other 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 

• Previous experience working in a Customer Success, Account Management, or similar customer-focused role, in a Technology or related field.
• A mind for technology! We'll teach you all about SecureLink, so bring your curiosity to learn about new concepts and tools with you
• High level of organization - you understand what it means to be responsible for a customer and to prioritize your time efficiently
• A passion for partnership and collaboration! You'll be working with multiple teams on a regular basis (Sales, Marketing, Technical Operations, Project Management, etc)
• Outstanding verbal and written communication skills, with the ability to connect with folks at all levels, both internally and externally.

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. SecureLink invests in employee development including extensive job and product training, access to LinkedIn Learning, monthly knowledge sharing sessions, career pathing, professional development, and more. Benefits also include:

• Medical, dental, and vision insurance - SecureLink pays 100% of the premium for employees and 75% for dependents!
• We contribute to your HSA ($2,700 for employee coverage or $5,400 for family coverage).
• We help you save for retirement. We contribute equivalent to 3% of your annual base salary to a 401k.
• Employees enjoy unlimited PTO, including the time to volunteer.
• We give $100 per month towards cell phone reimbursement.
• At the office, employee perks include two meals a day, bringing your dog to work, and an onsite gym.

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 actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.