Secureworks · 3 days ago

Customer Success Manager

Georgia, United States

Full-time

Remote

Mid Level

4+ years exp

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Cyber SecurityInformation Technology

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Responsibilities

Building and nurturing long-term relationships with customers to solidify commitment and partnership to their success.

Ensure that customers derive maximum value from their investments in Secureworks by driving customer adoption, usage, and satisfaction to help achieve renewals, product expansion, and new growth.

Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.

Provide continuous customer education on the Secureworks product portfolio including new products, features, and enhancements.

Generate regular/on-going proactive Security Protection Reviews (SPRs) focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.

Monitor the customer’s progress towards achieving their KPI’s.

Create and activate a plan with customers that results in BOTH business value outcomes and team behavior if the customers are not achieving key objectives/goals.

Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

Qualification

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Customer SuccessSaaS EnvironmentNetwork SecurityAccount ManagementTechnical GuidanceProblem-SolvingInterpersonal CommunicationLeadershipCSM Tool FamiliarityCustomer Loyalty ManagementProcurement NegotiationCommunicationAdaptabilityTeamwork

Required

Minimum of 4+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

Minimum of 1 years of experience working in a SaaS environment

Minimum of 2 years of experience in network security or related discipline

Minimum of 3 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with C suite management and technical personnel

Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.