Manager, Digital Customer Success

About You

The Manager of Customer Success - Digital CS will play a critical role in driving customer adoption, retention, and expansion across our customer base globally via digital CS programs. In addition, this individual will be accountable of retaining our tech touch segment customers using the same strategies. This individual will have a dual focus on account management and technical product expertise, ensuring that our team of Customer Success Managers (CSMs) and Renewal Managers (RMs) deliver exceptional, proactive service to customers at all levels of engagement. 

The ideal candidate will bring a strong background in SaaS, with a preference for experience in the cybersecurity domain, and will have at least 3 years of management experience within customer success functions. The role will own the renewal and upsell targets for their segment. This quota-based role focuses on driving customer retention, identifying growth opportunities, and ensuring a seamless customer journey. 

In this job, you will bring these skills

• Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the mid market sector
• Experience in managing mid market or tech touch accounts, with a focus on retention and expansion.
• Minimum 3 years of experience in customer success management leadership within SaaS companies, with a strong preference for backgrounds in cybersecurity.
• Proven track record of working with digital customer success and delivering exceptional customer outcomes.
• Deep understanding of account management principles and practices (inclusive of renewals), coupled with the ability to be hands-on with technical products.
• Strong analytical skills, with the capacity to translate data insights into strategic actions.
• Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally (speaking multiple languages is a plus)
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
• Ability to travel based on customer and business needs (est. around 20-25%)

Role Responsibilities + Deliverables

• Leadership and Team Management: Lead, mentor, and grow a team of Digital Customer Success Managers, fostering a culture of excellence, accountability, and continuous improvement. Additionally, empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities, all while aligning with the company’s revenue and growth objectives.
• Strategic Account Management: Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements.
• Product Expertise: Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization.
• Customer Advocacy: Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution.

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