Customer Success Manager
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Job Description
Customer Success Manager serving as a trusted advisor to clients for their security needs with Synack. Building relationships and ensuring customer satisfaction to achieve renewal targets.
Responsibilities:
- Develop and maintain strong relationships at all levels within the customer organisation
- Develop technical proficiency related to use cases, technical landscape, and Synack solutions
- Establish the Synack Customer Success organisation as a trusted advisor early in the customer’s journey
- Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close)
- Proactively manage the renewal process and negotiations, consistently monitoring and anticipating revenue churn risk to successfully maintain strong customer retention rates aligned with corporate goals
- Advocate for the customer by working closely with Synack Product Development and Product Management teams
- Develop, deliver and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
- Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
- Partner with sales teams to identify new business opportunities for expanding Synack footprint
- Leverage ChurnZero to track customers; product adoption, utilize playbooks, and drive activities/decisions
- Maintain strong customer retention rates aligned with corporate goals
Requirements:
- At least 3-5 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry
- Strong technical aptitude; ability to deliver complex technical presentations, perform product demonstrations, best practices, security risk management, and help customers achieve success
- Successful experiences with the development, execution, and management of success plans
- Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
- Demonstrated ability to identify leads within install-base and grow customers
- Customer-first mindset and advocacy
- Project management experience and advanced data analytics
- Ability to work independently and to collaborate effectively across functions
- Excellent verbal and written communication and in-person and virtual presentations
- Travel up to 30%
Benefits:
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
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