170 applicants

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Company

Original Job Post

Contrast Security · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $140K/yr

5+ years exp

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Responsibilities

Operational Excellence: Follow Scale practices and strategy for each customer, ensuring smooth handoffs and data integrity.

Customer Intimacy: Engage with customers to drive adoption and growth, cultivate relationships, and become an expert on customer deployments.

Customer Outcomes: Facilitate setting business outcomes and measurable objectives with customers.

Onboarding: Deliver Contrast value to initial application teams supporting value goals.

Adoption: Ensure customers adopt Contrast and receive anticipated results, help evangelize and roll out Contrast.

Advise: Share best practices, recommend solutions, and address customer requirements.

Monitor: Review adoption trends, work with teams to address blockers.

Escalation Management: Liaise with internal teams to remedy accounts in red status.

Advocacy: Develop Contrast advocates, provide product feedback to the Product team.

Prioritization: Manage multiple accounts, activities with attention to detail.

Knowledge: Stay updated on Contrast product features and use cases.

Cross-Functional Support: Partner with specialists to identify renewal and expansion opportunities.

Collaboration: Contribute to industry-leading processes for delivering application security to scale customers.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CSM experienceB2B SaaS experienceApplication security technologyContinuous integrationSMB/Scale accounts managementCI tools knowledgeSDLC understandingAgile practicesCI/CD practicesDevSecOps practicesProduct demonstrationDocumentation creationContent creationComfortable with technologyBusiness use cases overviewCustomer pain points addressingProblem-solvingHigh prioritizationCustomer focusAdaptabilityVerbal communicationWritten communicationProcess orientationListeningInitiativeApplication SecuritySales EngineeringBusiness ConsultingProject ManagementBusiness Operations

Required

5+ years of experience working as a CSM at a B2B SaaS company

5+ years of experience working with complex application security technology products and/or continuous integration environments

3+ years of experience working on SMB/Scale accounts (with ASP <$100k) with demonstrated experience in managing different (multiple) accounts at different stages in the customer life cycle

Knowledge of CI tools such as Jenkins

Solid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOps

High prioritization skills and process orientation

Demonstrated exceptional customer focus and bias for action, as well as the ability to translate customer business issues and goals and issues into actionable plans and solutions

Demonstrated ability to adapt to new technologies and learn quickly

Exceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, create content for documentation deliverables

Comfortable in a fast-paced environment

Process-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goal

At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases

Exercises listening and taking a thoughtful approach to address customer pain points

Ability to take initiative and adapt

A bachelor's degree or significant relevant business experience is required. Business or technical degree preferred

Preferred

Knowledge of application security and application security vulnerabilities and an understanding of the security market

Background in multiple disciplines is a plus: sales engineering, business consulting, project/program management, business operations, software development and deployment