Enterprise Customer Success Manager - Remote

Overview

The Enterprise Customer Success Manager at StrongDM is responsible for ensuring that large customers are set up for success by acting as a trusted advisor and managing the customer relationship to maximize value and drive product adoption.

In Short

• Act as a trusted advisor and consultant to customers.
• Lead kickoff and planning calls to determine customer requirements.
• Collaborate with technical counterparts to map objectives to implementation steps.
• Work closely with Support and Product teams to resolve customer challenges.
• Drive product adoption by learning customer goals and suggesting enhancements.
• Analyze customer environments to maximize value from StrongDM.
• Own the end-to-end success of assigned customers.
• Responsible for onboarding, adoption, revenue retention, and growth.
• Manage renewals for assigned accounts.
• Maintain a calm demeanor while managing complex projects.

Requirements

• 8+ years in Technical Account Management or Customer Success for cybersecurity products.
• Preferred background in Technology Consulting.
• Understanding of Cloud or SaaS based Identity cybersecurity products.
• Strong grounding in project management for technical solutions.
• Ability to differentiate symptoms from underlying causes in customer issues.
• Proven track record of persuading technical audiences.
• Experience managing challenging customers leading to successful outcomes.
• Ability to manage large, complex projects under pressure.
• Be humble and willing to ask for help.
• Experience with Business Value Assessments from a customer success perspective.

Benefits

• Join a mission-driven team focused on security challenges.
• Work in a culture guided by strong values.
• Be part of a company with a high customer retention rate.
• Collaborate with cross-functional teams for customer success.
• Opportunity to influence product and service improvements.