Senior Customer Success Manager

About Us

Fenix24 is an industry-leading cyber disaster recovery and restoration company. Battling threat actors as The World’s First Civilian Cybersecurity Force, Fenix24 delivers cybersecurity services through its four battalions: Fenix24 for ransomware recovery and restoration; Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance. 

About This Position

The Senior Customer Success Manager (CSM) is a key member of the customer success team.  In this role, you will work as part of a customer success team responsible for driving product adoption, growth, value, and partnership with our Enterprise customers. Success in this role will be measured by your ability to deepen existing relationships through strategic alignment and by quickly earning the trust of key customer stakeholders. You will work alongside cross-functional professionals who succeed through collaboration, grit, and constant learning. You will also partner directly with the customer’s leadership team through polished communication and strong executive presence, allowing you to act as a trusted advisor and advocate while ensuring the overall health of your accounts.

 An ideal candidate will be able to:

• Develop and execute comprehensive customer success strategies to drive business growth and retention.
• Analyze industry trends and customer feedback to inform strategic decision-making.
• Establish and maintain relationships with key customers and stakeholders at Enterprise organizations.
• Understand customer’s business issues/value, desired business outcomes and recommend solutions based on Fenix24’s best practices
• Mentor CSMs to support their development
• Identify Growth opportunities within your customer base and assist sales in formulating upsell opportunities.
• 5+ years of customer success experience

Key Responsibilities

• Establish deep customer trust to enhance strategic partnerships through regular touchpoints and Quarterly Business Reviews
• Develop and execute comprehensive customer success strategies to drive business growth and retention.
• Provide thought leadership for the customer success team and strategic planning for account expansion
• Build strong relationships with customers at various levels
• Develop a deep understanding of Fenix24’s services and how they align to customer programs to drive positive business outcomes.
• Assist Customer Success leadership in developing customer communication plans that map to different client needs/verticals.
• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Executives) to complete customer goals, be the voice of the customer, and provide visibility and/or escalations.
• Deliver client reporting to C-suite executives capable of translating technical numbers to business value cases.
• Additional responsibilities as assigned

Qualifications, Requirements & Preferred Skills

• 5+ years of experience in Customer Success management roles
• Demonstrated success at partnering across company verticals to increase customer adoption and success.
• Understanding of client budget cycles and how they affect our annual recurring revenue models
• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities

• Cross functional management skills to work across multiple departments both internally and externally.
• Advanced Analytical skills and ability to translate raw reports into customer facing documents using business intelligence software and/or MS Office tools.
• Previous experience working with technology partners selling products in an MSP Space.
• Administer contracts in a service delivery environment
• Understanding of information technology and managed services best practices
• Experience with service level agreement and contract management
• Experience with service delivery in a managed services practice organization
• Server, network, storage, and/or security support experience
• Practical application of InfoSec principles