Founding Customer Success Manager
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Job Description
Founding Customer Success Manager owning onboarding, relationships, renewals, and CS processes. Supporting organizations using Fig to engineer and monitor SecOps infrastructure.
Responsibilities:
- Onboard new customers from install to full integration into their engineering workflows
- Own the relationship as the main contact for SecOps teams on assigned accounts
- Identify opportunities to solve more when customers are happy and nurture relationships when they are not
- Build Customer Success processes for onboarding, health checks, business reviews and renewals
- Turn customer feedback into specific requests for Product and R&D
Requirements:
- 5+ years in a customer-facing role at a SecOps vendor, such as SIEM, SOAR, XDR or MDR
- Understand SecOps day-to-day, tech stack, pains, initiatives and their solutions landscape (products and services)
- Track record of setting up Customer Success processes from scratch, not only running existing ones
- Already use AI tools to do the job and can demonstrate how
- Understand client needs and either help fulfill them with existing capabilities or convey them to the product team
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