Manager, Client Success
New
B
BlueVoyantCybersecurity SaaS
Remote, US (Eastern Time Zone), Eastern Time ZoneFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience across client services, IT, and cybersecurity, including 2+ years leading or mentoring Customer Success or account management teams.
- Required Skills
- CybersecuritySalesforceCustomer SuccessAccount Management
Requirements
- Bring 8+ years of experience across client services, IT, and cybersecurity.
- Have 2+ years leading or mentoring Customer Success or account management teams.
- Have experience hiring, onboarding, coaching, and managing individual contributor performance.
- Have extensive experience managing large, complex accounts with multiple lines of business and stakeholders.
- Demonstrate a track record of owning renewal and retention outcomes and accurately forecasting revenue and attrition.
- Have experience with, or certifications in, Microsoft Security tooling.
- Be comfortable using CRM and customer health data, such as Salesforce, to make decisions and report on portfolio performance.
- Be able to identify customer buying landscapes and maintain relationships with critical decision-makers.
- Be able to define and execute service improvement plans across a portfolio.
- Have a bachelor’s degree in a related field or equivalent professional experience.
Responsibilities
- Lead, mentor, and grow a team of 5–10 Client Success Managers.
- Conduct 1:1s, performance reviews, training plan reviews, and onboarding reviews.
- Manage a portfolio of customer accounts, emphasizing Strategic and Tier 1 accounts.
- Develop territory-specific strategies for customer adoption and retention.
- Partner with Sales on account planning, growth opportunities, and churn mitigation.
- Monitor customer health metrics and proactively address portfolio risk.
- Lead renewal and churn-prevention efforts, including playbooks and churn war rooms.
- Forecast renewals, revenue, and attrition, and report team performance and portfolio trends.
- Identify upsell and cross-sell opportunities and guide CSMs in execution.
- Escalate critical customer issues and coordinate resolutions with internal teams.
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