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Torq · 2 days ago

Customer Success Manager - West Coast, U.S.

United States

Full-time

Remote

Mid Level

3+ years exp

Torq is a rapidly growing company in the cybersecurity sector, recognized for its innovative AI security solutions. They are seeking an experienced Customer Success Manager to enhance customer onboarding, drive product adoption, and advocate for customer needs within the organization.

Computer & Network Security

Responsibilities

Responsible for customer's onboarding experience, adoption, and expansion across a range of relationships

Partner with customer shareholders, channel partners, and sponsors to drive product adoption

Be a customer advocate in influencing product roadmap and improvements

Identify and escalate issues relevant to the customer and support team to achieve client success

Gain deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments

Address and associate business benefits to align with emerging and evolving needs

Identify renewals needs with our clients on an ongoing basis and collaborate with internal teams to give the customer the best service

Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement

Qualification

Customer Success ManagementSecurity KnowledgeCloud PlatformsSalesforce ProficiencyCustomer Success ToolsConsulting SkillsProcess-orientedMulti-taskingSpanish ProficiencyProject ManagementSelf-driven