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DeleteMe · 2 days ago

Manager, Customer Success

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

DeleteMe is the leader in proactive privacy protection, helping security teams reduce their human attack surface. The Manager, Customer Success will lead a team of Customer Success Managers to drive product adoption, retention, and growth for valued customers while ensuring a seamless customer experience.

Ad NetworkE-CommerceInformation TechnologyInternetPrivacy

Growth Opportunities

Responsibilities

Manage and coach a team of CSMs, fostering a culture of high performance, collaboration, and continuous improvement

Conduct regular one-on-ones, performance reviews, and career development planning

Develop and deliver onboarding and ongoing training programs for the team

Define and refine the Customer Success strategy, including customer segmentation, engagement models, and success metrics

Analyze customer health data to identify risks and opportunities, and develop proactive intervention strategies

Work closely with Sales, Product, and Support teams to ensure a seamless and positive customer experience

Oversee customer renewals and expansion opportunities, working closely with the Sales team to achieve targets

Manage and optimize the tools and processes used by the Customer Success team

Track and report on key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV)

Act as an escalation point for critical customer issues

Participate in high-stakes customer meetings and executive business reviews

Gather and synthesize customer feedback to inform product development and company strategy

Qualification

Customer Success strategyAnalytical skillsTeam leadershipCRM proficiencyCommunication skillsCustomer engagementData synthesisCybersecurity knowledgeProblem-solving abilitiesMentoring

Required

Minimum of 5+ years of experience in Customer Success or Account Management

Minimum of 2+ years in a leadership or management role

Proven ability to lead, motivate, and mentor a team

Exceptional written and verbal communication skills

Strong analytical and problem-solving abilities, with proficiency in using CRM and Customer Success platforms

Demonstrated experience in developing and executing customer success strategies

Deep knowledge and understanding of verticals highly impacted by data exposure, like threat intelligence/protective intelligence, executive protection, and/or cyber security

The ability to synthesize information and data, distill it into its most simple form and convey information to customers (internal and external) effectively