SMB Customer Success Manager

Posted 15 days agoViewed

💎 Seniority level: Manager, 2+ years

📍 Location: U.S

💸 Salary: 94000.0 - 117500.0 USD per year

🔍 Industry: Pentesting

🏢 Company: Cobalt👥 251-500💰 $29,000,000 Series B over 4 years agoPenetration Testing Security SaaS Enterprise Applications Cloud Security

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: Project ManagementSalesforceREST APICustomer serviceExcellent communication skillsRelationship buildingAccount ManagementClient relationship managementStrong communication skillsCross-functional collaborationSales experienceStakeholder managementCustomer SuccessSaaS

Requirements:

2+ years of work experience in Customer Success and/or Account Management
A commercial, consulting mindset
Project/program management experience
Experience working with Salesforce
Multi-tasking skills and the flexibility to adjust to changing priorities on-the-fly
Strong written and verbal communication
Familiarity working with a large book of SMB level clients
Prior experience working in a very detail oriented and analytical environment
Prior experience closing sales deals and speaking with C-level executives

Responsibilities:

Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, driving increased growth and satisfaction
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
Develop, prepare, and nurture customers for advocacy
Build successful security testing programs for our customers
Act as the voice of the customer internally to advocate customer’s needs
Monitor day-to-day service execution and customer satisfaction
Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
Manage annual renewal process for customers to assure uninterrupted product use.
Work to identify and/or develop upsell opportunities
Program manage account escalations
Interface with internal and external stakeholders ranging from individual contributors to C-level executives
Team directly with Sales to build a great customer experience

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