Customer Success Manager
Skills
- Customer Success or account management experience in SaaS (technical/product-focused)
- Strong technical aptitude for platform configuration, integrations, and data-driven workflows
- Knowledge of GRC frameworks (SOC 2, ISO 27001, NIST, HIPAA) and ability to translate to customer outcomes
- Excellent verbal and written communication with executive presentation skills
- Analytical skills to turn usage data into actionable insights
- Cross-functional collaboration with Product, Onboarding, Support, and Sales teams
Responsibilities
- Serve as the primary relationship owner and trusted advisor for a portfolio of 30+ customers
- Build and maintain deep relationships with compliance, risk, security, and audit leaders
- Partner with Onboarding for smooth handoffs and sustained adoption
- Understand customer goals, workflows, and configurations to deliver measurable value
- Monitor customer health, usage, and sentiment to identify and mitigate risks
- Conduct executive business reviews (EBRs/QBRs) showcasing ROI and adoption trends
- Collaborate cross-functionally with Product, Support, and Sales to advocate for customers
- Drive renewals through demonstrated outcomes and transparent communication
- Maintain account plans, documentation, and insights in CRM and CS tools
- Contribute to Customer Success playbooks, metrics, and retention strategies
Education
- Bachelor's degree required
- Security/GRC certifications (CISA, CRISC, CISSP) are a plus
Benefits
- Competitive salary and equity
- Full benefits: medical, dental, vision, wellness offerings
- Unlimited PTO, paid sick days, 11 holidays
- Remote-first workforce with collaborative culture
- Opportunities for growth and working with a high-performing Customer Success team
Average salary estimate
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