Customer Success Manager

About the role

At Cerby, we believe there is a better way for people to use cloud applications and securely share access with others. Our Customer Success team ensures our customers fully utilize our solution to build a secure environment while enabling company users to manage their applications. 

We are looking for a Customer Success Manager who can become a partner, advocate, and strategist who will increase our product's proven value to the customers’ business.

What you'll do

• Guide customers proactively through our customer lifecycle with a focus and delivering value, expanding their use of our solutions, and managing renewals.
• Partner cross-functionally with our account executives, onboarding, solutions, product, engineering, and support teams.
• Prioritize and regularly engage with customers through business reviews to present strategic security strategies.
• Become a Cerby product expert. Maintain a detailed understanding of our products and services, and suggest the best strategies to meet customer needs.
• Act as the voice of your customers. Collect customer feedback, review and manage concerns, and advocate for all aspects of the customer experience with Cerby. 
• Create and optimize existing processes within the company and actively enhance our Customer Success initiatives.

Qualifications

• A proven track record  of success (pun intended) with a minimum 5+ years experience managing a book of business in a SaaS role servicing customers through strategic engagements.
• Experience working with enterprise customers.
• Ability to communicate concisely and foster positive business relationships (English required, a second language is a plus) via video calls, email, and other collaboration tools.
• A passion for customer discovery. You know how to ask insightful, open-ended questions to discover if solutions will provide customers with tangible business value. 
• An intermediate or advanced understanding of web technologies.
• Accountability & integrity along with personal organizational skills are essential.
• Experience establishing and managing milestones that keep customers and internal team members on track.
• Experience managing revenue retention and/or expansion targets as your key metrics.
• Experience analyzing and optimizing existing processes in a Customer Success or similar team.
• Experience working within the Identity and Access Security space is a plus.