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| Job Category : | Management |
| Company Name: | Risklens Inc |
| Position Name: | Customer Success Manager |
| Location : | Remote |
| Job Description : | Description: Are you an experienced Customer Success Manager (CSM) who’s looking to help customers better measure and manage cybersecurity risk and a high performer that wants to work at a growing tech company in a hot space? RiskLens is looking for a CSM to become a key member of the Customer Success Team. In this exciting role, you will report to the Chief Customer Officer and help drive the customer experience; manage customer success strategies for a brand-new SaaS platform, enabling the largest organizations on the planet to understand and manage their cybersecurity risk in an entirely new way. About RiskLens® RiskLens is a software startup backed by premier Venture Capital investors that is empowering organizations to make risk informed cybersecurity decisions by analyzing outcomes in financial terms. The market is rapidly developing, and we have acquired a significant lead in the marketplace with many of the world’s largest companies as customers, in industries as diverse as financial services, retail, and healthcare. RiskLens offers comprehensive healthcare package, unlimited paid time off policy, generous parental leave, a true team culture and career growth through personal and professional development opportunities. We are growing fast and so will you. What will you do? We are looking for an expert Customer Success Manager (CSM) who is highly collaborative and interacts heavily with customers to drive progress with the adoption of RiskLens software solutions across the various organizations in a customer including Risk, InfoSec, Compliance, and Audit. The CSM is expected to have the Security depth and breadth as well as the Consultative background to confidently interact with customers and help them operationalize the RiskLens Platform. You will be responsible for the continued adoption, customer renewal, and expansion of customers within your assigned group. Within 30 daysFamiliarize yourself with RiskLens product, use cases, and analysis production of a typic clientMeet with Professional Services (PS) team to understand the client onboarding process, training, typical initial client services and the data sets within the RiskLens platform.Meet with the product team to understand the platforms current state and future roadmap.Shadow a typical CSM client call and PS engagement calls Within 60 Days:Review client’s PS deliverables, playbooks, and use case documentationOutline a transition plan for accounts that will be transitioned to youReview client success and failuresShadow a client Kick-off call and a Value AssessmentCo-Present with transition CSM’s to the Chief Customer Experience Officer an Account/Territory Review on all planned accounts including adoption weaknesses and expansion opportunities. In 6 MonthsBe fully fluent with respect to core use cases to use as a guide to further develop customer adoptionUpdate Churn-Zero and HubSpot metrics and notesAchieve a continuous customer success improvement program that defines the course of action using modern content toolsEnsure your customer success system measures content effectiveness, promoting the best value while addressing underperforming content across multiple delivery channels . Requirements: Desired Skills and Experience Along with the position description, ideal candidates will have experience removing barriers within customer success for enterprise software products within enterprise SaaS, risk management, and cybersecurity environments. Candidates will know how to collaborate across teams to create high customer satisfaction. You will probably have a bachelor’s degree, and at least 5 years’ experience with a track record of consulting or presale’s role in the industry of enterprise with emerging reporting standards used by CISOs is also preferred. You are required to have at least 2 years in an equivalent role within a cybersecurity software business, presenting to C level customers to guide the customer on how to best employ and execute security methods, tools, or technologies to maximize the organization’s security risk visibility, cross-collaborate with functional teams to build consensus and drive progress on initiatives. You can demonstrate the ability to drive customer progress/adoption, along with security organization operations, workflow, and vulnerability management. If you have more experience, you’ll be able to accelerate your effectiveness and impact at RiskLens. |
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