Customer Success Manager - Remote

Overview

Torq is your security product’s favorite security product. Our enterprise-grade security hyperautomation platform unifies and automates the entire security infrastructure to deliver unparalleled protection and productivity. Torq drives maximum value and efficiency from existing security investments. It supercharges security teams across the Fortune 500 with powerful, easy-to-use no-code, low-code, and full-code workflows that reduce manual tasks, freeing security professionals to focus on higher-value strategic activities.

There’s electricity in the air at Torq. We’re a dynamic, extremely motivated team of go-getters. Every one of us is inspired to propel our customer and partner ecosystem to new heights through hyperautomation. We’re always looking for amazing people across every discipline to join Torq.

In Short

• 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.

Requirements

• Minimum 3 years experience in a CSM related role.
• Security knowledge is a must!
• Cloud platform experience (AWS, GCP, Azure) highly preferred.
• Proficiency in using the Salesforce platform.
• Experience leveraging customer success tools like ChurnZero, Gainsight, and Totango.
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.
• Self-driven and process-oriented philosophies.
• Passionate about customers, see their needs and have the ability to create solutions.
• Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges.
• Proficiency in Spanish preferred

Benefits

• Equal opportunity employer committed to diversity.
• Focus on hiring great people with different backgrounds, perspectives, and experiences.