Swooped · 1 week ago
Enterprise Customer Success Manager
United States
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Deep Customer Understanding: Thoroughly understand the customer's organizational structure, key decision-makers, business objectives, and pain points.
Strategic Onboarding: Develop and execute comprehensive onboarding plans for new enterprise customers, ensuring they quickly grasp the product's value proposition and critical features.
Stakeholder Management: Build relationships with multiple stakeholders across the customer organization, including end-users and executives across various teams, to align their needs with the platform.
Proactive Engagement: Regularly monitor customer usage data, identify potential issues, and proactively reach out to address concerns before they escalate.
Value Realization: Demonstrate the tangible business value customers are achieving through the platform, highlighting key metrics and ROI to maximize customer value.
Renewal & Expansion Focus: Identify opportunities to upsell and expand existing customer contracts by understanding their evolving needs and potential for further adoption. Maintain customer renewals and proactively identify risks to mitigate churn.
Customer Advocacy: Cultivate customer loyalty and actively encourage them to become advocates by conducting testimonials, case studies, references, and referrals.
Product Feedback Loop: Gather regular customer feedback through surveys, check-ins, and other mechanisms to identify areas for improvement and inform product development.
Collaboration with Internal Teams: Work closely with sales, product, marketing, ops, and support teams to ensure a seamless customer experience throughout the lifecycle.
Qualification
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Required
Bachelor’s degree.
3+ years of progressive customer success experience, ideally within Cyber Security or SaaS technology-driven environments.
Looking for experienced CSMs who can lead by example.
Ability to manage multiple priorities in a fast-paced setting; a rapidly growing start-up environment.
Strong communicator who can effectively present to different customer stakeholders, including legal, marketing, and cybersecurity professionals.
Ability to solve complex customer issues and make strategic, data-driven recommendations that align with the organization’s mission.
Preferred
Understanding of LLMs and Social Engineering
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Matt Landau
Co-Founder
Jake Dluhy
Founder & CTO
Company data provided by crunchbase
