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Customer Success Manager, Mid-Market

Posted 2024-11-23

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💎 Seniority level: Manager, 2+ years in CSM, 5+ years in SaaS product support

📍 Location: USA

💸 Salary: 119000 - 140000 USD per year

🔍 Industry: Email security solutions

🏢 Company: Abnormal Security👥 501-1000💰 $250.0m Series D on 2024-08-06Artificial Intelligence (AI)EmailInformation TechnologyCyber SecurityNetwork Security

🗣️ Languages: English

⏳ Experience: 2+ years in CSM, 5+ years in SaaS product support

🪄 Skills: JiraStrategyCommunication SkillsCollaborationOrganizational skillsPresentation skills

Requirements:
  • 2+ years experience in a CSM capacity.
  • 5+ years experience in an enterprise SaaS product support environment.
  • Strong experience in building executive-level relationships with CISO's and CIO's.
  • Ability to assess and integrate inputs across functions for scalable solutions.
  • Strong analytical and organizational skills for understanding ROI.
  • Proven ability to communicate effectively at all levels.
  • Familiarity with product features and best practices.
  • Strong troubleshooting skills and previous support experience.
  • Experience with Internet and networking technologies, including email security.
  • Familiarity with case management systems and CRM tools like SFDC / JIRA.
  • Bachelor's degree in relevant engineering fields or equivalent work experience.
Responsibilities:
  • Serve as the 'voice of the customer' and provide feedback for service improvement.
  • Deliver Business Reviews to demonstrate ROI, aiding renewals and expansions.
  • Increase customer adoption of key platform features by educating and guiding customers.
  • Establish trusted advisor relationships by understanding customer industry trends and challenges.
  • Engage senior decision makers to shape Success Planning and maintain customer health.
  • Collaborate with internal teams to ensure customer satisfaction and mitigate risks.
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LeadershipBusiness DevelopmentData AnalysisPeople ManagementCross-functional Team LeadershipBusiness developmentData analysisCommunication SkillsAnalytical SkillsCollaborationNegotiation

Posted 2024-10-23
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