Enterprise Customer Success Manager
New
D
DeleteMeCybersecurity SaaS
United States, Eastern Time Zone (ET)Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementCybersecuritySaaSAccount ManagementCRM
Requirements
- 5+ years of experience as a Customer Success Manager, Account Manager, or commensurate experience.
- Experience owning renewals, churn mitigation, and net retention targets in a SaaS environment.
- Experience managing a focused portfolio of high-value, strategic enterprise accounts.
- Experience working with large enterprise organizations, procurement processes, budget cycles, and buying committees.
- Ability to communicate risk and value to security-minded stakeholders, from practitioners to executives.
- Strong executive presence with the ability to build trust with senior sponsors.
- Experience driving product adoption across large, complex organizations.
- Ability to travel up to 20% for onboarding, implementations, and executive meetings.
- Experience within the Privacy, Security, or Threat Intelligence industry is a plus.
- Familiarity with security review processes (e.g., SOC 2, DPAs) is a plus.
- Experience with Customer Success platforms (e.g., Gainsight, ChurnZero) and CRM tools is a plus.
Responsibilities
- Own the end-to-end customer lifecycle for enterprise sector accounts, including onboarding, implementation, adoption, renewal, and long-term retention.
- Lead structured onboarding and implementation, owning enrollment completion rates and time-to-first-value for each account.
- Maintain account health scores and run proactive risk-mitigation plays for at-risk accounts.
- Build and maintain a strategic account plan for each enterprise customer, including stakeholder mapping and multi-year engagement roadmaps.
- Deliver executive-ready metrics that map removals, coverage, and monitoring to each customer's security and risk framework.
- Own renewals and retention, including forecasting, logo-churn mitigation, and complex agreement negotiation.
- Coordinate urgent exposure escalations, partnering with internal operations and analyst teams.
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