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Critical Start · 3 days ago

Customer Success Manager

Chicago, IL

Full-time

Hybrid

Entry, Mid Level

$65K/yr - $100K/yr

2+ years exp

Critical Start is a cybersecurity company focused on redefining how organizations are protected against breaches. They are seeking an experienced Customer Success Manager to guide customers through their post-sales journey, ensuring they achieve desired outcomes and receive ongoing value from their solutions.

Cyber SecurityInformation ServicesInformation TechnologyNetwork Security

Growth Opportunities

Responsibilities

Delivering Customer Value: Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle. Build strong relationships by understanding customer needs and showcasing success stories

Customer Engagement: Conduct regular reviews, including Quarterly Business Reviews (QBRs), to highlight measurable results, ROI, and alignment with customer objectives. Maintain proactive communication to address customer challenges and identify areas for improvement

Risk Management: Monitor customer satisfaction and identify potential risks to their success. Implement strategies to mitigate risks and resolve escalations effectively

Cross-Functional Collaboration: Partner with internal teams, such as Product, Marketing, and Security Operations, to incorporate customer feedback and improve service offerings. Support process improvements and share best practices to enhance the overall customer experience

Special Projects: Participate in initiatives that improve team efficiency and contribute to knowledge-sharing across the organization

Qualification

Customer Success ManagementAccount ManagementCustomer Success ToolsCommunication SkillsProblem-Solving SkillsProject ManagementCollaboration SkillsPresentation Skills

Required

2+ years of experience in customer success, account management, or a related role

Proven ability to manage multiple customer accounts with a focus on retention and measurable outcomes

Strong communication and presentation skills, both written and verbal

Experience with customer success tools like Gainsight or Salesforce

Problem-solving and project management skills with a proactive approach to customer challenges

Ability to collaborate across teams and escalate issues effectively when necessary

Preferred

Experience in a similar role within the cybersecurity, SaaS, or technology industries

Benefits

Comprehensive health benefits with generous employer contributions for medical, dental, and vision

Unlimited PTO (Paid Time Off) policy

Paid Parental and Military Leave

Dental and Vision Plan

Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage

Additional Voluntary Life Insurance coverage

401(k) Plan with Matching Program

Mines Employee Assistance Program

Monthly Wellness Initiatives

Optional Pet Benefits Discount Plan

Company

Critical Start

Critical Start is a network security consulting company focused on helping customers improve security capability. It is a sub-organization of Critical Start.

Founded in 2012

Plano, Texas, USA

201-500 employees