Senior Customer Success Manager, Commercial
New
1
1PasswordCybersecurity
Remote (United States | Canada)Full-TimeSenior
SalaryUSA: $101,000 - $146,000 USD; Canada: $97,000 - $141,000 CAD (both commission-eligible)
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Job Details
- Experience
- 6+ years
- Required Skills
- Artificial IntelligenceCybersecuritySalesforceCustomer SuccessSaaS
Requirements
- 6+ years of Customer Success experience in SaaS, preferably in cybersecurity or enterprise technology.
- Proven track record of meeting or exceeding retention, adoption, and expansion KPIs.
- Demonstrated experience delivering accurate renewal forecasts and portfolio health insights to senior leadership.
- Proven success in driving upsell and cross-sell opportunities across a book of business.
- Strong proficiency in strategic success planning, account lifecycle management, and value realization strategy.
- Advanced proficiency in Salesforce and Gainsight (or equivalent).
- Expertise in Identity and Access Management concepts and cybersecurity strategy.
- Strong communication skills with the ability to translate technical concepts into business language.
- Demonstrated ability to leverage AI tools to enhance efficiency and workflows.
- Ability to thrive in a remote environment with resilience and self-motivation.
Responsibilities
- Manage and grow a strategic portfolio of commercial and mid-market accounts.
- Develop and execute comprehensive success plans aligned to customer security and business objectives.
- Build multi-threaded relationships across technical champions, IT leaders, security stakeholders, and C-suite executives.
- Lead proactive lifecycle engagements including executive business reviews, roadmap discussions, and tailored enablement sessions.
- Increase product activation, feature adoption, and utilization across the assigned book of business.
- Provide prescriptive guidance grounded in cybersecurity and Identity & Access Management best practices.
- Identify expansion opportunities through upsell and cross-sell motions in partnership with Account Executives.
- Proactively mitigate churn risk through data-driven health analysis and strategic intervention planning.
- Maintain accurate forecasting and account insights within Salesforce and Gainsight.
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