Associate Customer Success Manager

NetSPI is a leader in Penetration Testing as a Service (PTaaS), providing innovative security solutions. The Associate Customer Success Manager will enhance the client onboarding experience and drive adoption of the SaaS platform while ensuring a high level of service through collaboration with internal teams and effective client relationship management.

Responsibilities:

• Partner with customers to build strong, long-term, value driven relationships
• Proactively drive client adoption of software and service(s) through customer meetings, including delivering presentations, training, and on-site support as needed
• Develop a deep understanding of penetration testing programs, the vulnerability management lifecycle, and the security challenges faced by customers, to appropriately map features and benefits to address a customer’s business need
• Identify, manage, and escalate risks to the Account team to achieve client success, renewal, and longevity
• Identify and communicate client use-cases for upsell and future product enhancements
• Develop, monitor, and report on key performance metrics around software and service(s) adoption, usage, client satisfaction, and customer engagement
• Create and maintain positive and collaborative relationships with Account Teams, PMO, Product Management, and Delivery
• Maintain subject matter expertise in the objectives and delivery of 2 or more NetSPI's service offerings, products, and capabilities
• Provide white-glove service to our clients

Requirements:

• 2+ years of experience in pre/post-sales account management, customer success, project management, or similar role driving customer success in a Services or Software company
• Proven customer management skills with large and complex accounts
• Excellent communication and presentation skills
• Self-starter with strong organization and time management skills
• Passionate about driving and tracking a consistent engagement process across all customers
• Experience with managing customer expectations to produce positive outcomes and value for NetSPI customers
• Able to identify, organize, prioritize and execute tasks in a fast-paced environment
• Strong aptitude for self-study including but not limited to learning new technologies and processes
• Bachelor's degree (B. A. / B. S.) from four-year college or university; or equivalent combination of education and experience in a related field
• Direct experience managing the delivery of SaaS solutions
• Previous experience in a Penetration Testing, Vulnerability Management, or Cyber Security Services organization
• Ability to earn and nurture trusted advisor relationships with customer executives to drive increased customer health
• Can prepare and effectively present complex technical topics to non-technical and executive level audiences