Customer Success Manager (Remote EST)

• Do what’s right for the customer

• Be kind and authentic

• Deliver great quality

• Be relentless

What You'll Do

• Onboard, coach, and guide customers through their experience with Red Canary

• Build great relationships with the people who work for our customers, highlighting opportunities to make their experiences better over time

• Coordinate the introduction of new products or services through marketing programs, technical information webinars, etc.

• Conduct regular business reviews to ensure continued value realization and retention

• Seek out and qualify the potential for new and increased revenue within your portfolio

• Work closely with Technical and Sales teams to articulate customers’ goals and ensure they get the full value from products or services.

• Develop strong product knowledge and expertise, be able to respond to customer questions and tune each implementation to best suit each customer’s needs

• Prioritize your time towards the most critical tasks, while ensuring maximum time spent with customers and on building relationships

• Deliver against quarterly OKRs and KPI targets

• Candidates must live within US Eastern Timezone

• Excellent oral and written communication skills, specifically with escalated customers

• Able to clearly communicate sophisticated solutions in an easy to understand manner

• Strong ability to prioritize tasks and issues using sound data and metrics

• Able to achieve objectives with mentorship and coaching

• Able to manage customers and make recommendations to improve the customer's security outcomes

• 3 + years of experience in an Account Management or Customer Success position at a SaaS company

• Experience working with Salesforce and ChurnZero a plus.

• Experience in cybersecurity is preferred, but not required