Customer Success Manager
New
B
Blanchard Executive Solutions (BES)Cybersecurity SaaS
United StatesFull-TimeMiddle
Salary108,000 - 141,000 USD per year
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Job Details
- Experience
- 5-10+ years
- Required Skills
- Project ManagementCybersecurityCustomer SuccessHubSpotAccount Management
Requirements
- 5-10+ years of experience in Customer Success, Account Management, or Enterprise SaaS.
- Experience supporting enterprise clients and/or federal government customers (DoD preferred).
- Experience managing a portfolio of enterprise customers with annual contract values (ACVs) of $100K+.
- Proven success driving customer adoption, retention, expansion, and renewal outcomes.
- Knowledge of enterprise and/or federal procurement processes, security requirements, and compliance frameworks.
- Understanding of cybersecurity, data security, encryption, privacy, or related technology concepts.
- Ability to translate complex technical concepts into business value for technical and non-technical audiences.
- Experience creating Success Plans, QBRs, EBRs, and adoption roadmaps.
- Analytical mindset with experience using customer health metrics and usage analytics.
- Strong executive presence with experience presenting to C-suite and senior stakeholders.
Responsibilities
- Build trusted relationships with federal and commercial customers, adapting your approach to meet the unique needs of each environment.
- Develop and execute customer success plans aligned with customer goals, security requirements, and business objectives.
- Drive adoption, engagement, retention, and long-term customer success through strategic planning, training, and ongoing partnership.
- Own renewal planning and execution, ensuring customers continue to realize value from our solutions.
- Identify opportunities for account growth and partner with Sales to support expansion efforts.
- Coordinate with Product, Engineering, and Sales teams to address customer needs and resolve issues.
- Monitor customer health metrics and proactively identify risks, opportunities, and areas for improvement.
- Capture customer feedback and advocate for customer needs within the organization.
- Help customers navigate federal security, compliance, and procurement requirements.
- Provide guidance on data security best practices and support customers in achieving their security objectives.
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