|Job Description :
Tessian protects every business’s mission by securing the human layer
We’re building intelligent security that works for human beings as they are, not how security policies would like them to be. Using machine learning technology, Tessian automatically predicts and eliminates advanced threats on email caused by human error – like data exfiltration, accidental data loss, business email compromise and phishing attacks – with minimal disruption to employees’ workflow. As a result, employees are empowered to do their best work, without security getting in their way. You can read more about Human Layer Security here.
Tessian has raised a $74m Series C led by renowned security investors, March Capital (Crowdstrike, Knowbe4), with follow-on from Sequoia, Accel, Balderton, Latitude, Okta, Sozo, Citi & Schroder Adveq, to further our mission to secure the human layer.
Founded in 2013, Tessian is backed by world-class venture capital investors, has hubs in San Francisco, Boston, Austin, and London, and is one of the Top-3 2021 Best Places to Work for Women.
Customer Success at Tessian
Customer-centricity is at the forefront of everything we do at Tessian. We’ve built a world-class CS team, and are now looking for an ambitious Customer Success Manager to take our SMB programme to the next level.
A rapidly-expanding and strategically-critical section of our customer base, Tessian’s SMB sector comprises some of the world’s most prestigious boutique professional and financial services firms (across Legal, Private Equity, VC, Asset Management and many other industries). It’s critical their experience as a Tessian customer is professional, slick, and enjoyable – and our new Scaled CSM role will be responsible for ensuring this!
We’re looking for someone data-driven and entrepreneurial who can move quickly. We’re lucky to have a brilliant Customer Operations team to partner with – and our new Scaled CSM will use Gainsight, Reachdesk and our wider toolset to build an engaging, automated customer lifecycle. As well as owning renewals and advocacy, you’ll be a bridge between Engineering, Product and our customers – understanding pain points and helping to inform our product roadmap.
In this position you’ll get to:
Own and engage with a portfolio of 100+ customers
Build creative ways of engaging with stakeholders at scale across the customer lifecycle – driving adoption, renewal, and expansion outcomes (…think webinars, creative events, office hours, automated programmes, we’re open to all ideas!)
Own, supervise, and report on customer health and critical metrics.
Develop trusted advisor relationships with customer stakeholders (incl. CIOs, CTOs, CISOs)Build a deep understanding of Tessian’s product, to consult customers on how to accelerate their own business objectives.
Own the renewal process – identifying expansion opportunities, and proactively mitigating against churn risk.
Be the voice of the customer internally, driving continuous improvement in Tessian’s product and processes.
… put your own stamp on a greenfield area of Tessian’s business! This is an opportunity for true business impact and executive exposure.
We’d love to meet someone who:
Is highly ambitious, organised and data-driven.
Is a self-starter, full of new ideas and ready to get stuck in.
Has 2-5 years experience working in a high-growth customer-facing team (preferably B2B SaaS). This could span Customer Success, Support, Customer Marketing, Customer Operations, Sales or Consulting.
Is a best-in class communicator, both verbally and in writing – customer empathy is key.
Has a proven track record of working in a competitive and fast-paced environment.
Excellent analytical skills (to accurately respond to customer needs at scale)
… a unique experience that you believe is relevant and an advantage! Every CSM is different and we embrace that.
You might also have:
Experience working with Marketing teams on lifecycle campaigns
Experience using scaled communications platforms (e.g., Hubspot)
Experience using CS tools & platforms (incl. Gainsight, Salesforce, Reachdesk etc)
Why we think you’ll love it here …
All Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark against other VC-backed companies to provide above market rate salaries for companies of our size.
Beyond this, there’s plenty more that makes Tessian a great place to work:
A full week of work-remote a year (for those who aren’t fully remote!), in addition to 31 days of paid holiday (20 days PTO + 11 federal holidays)An extra day of paid holiday (up to 5) for every year you’re with us!Curate your career with development experiences uniquely suited to youWe’re family friendly, with policies built to support you in all stages of lifeUp to 60 days of working abroad, limited to 30 days per trip a yearSpill – employee mental health support through SlackHigh-quality MacOs tech kit for you to work onComprehensive & generous health insurance optionsIf you’re relocating to join the team in person, we’ll provide a contribution to help with your costsOn Fridays we stop early for a virtual happy hour (or, to just log off for the weekend!)Classpass subsidy – which you can use for either in person or virtual classesA work-from-home subsidy for every new joiner to cover all your home office must-haves or, if you are fully remote we will kit out your home office through our remote office provider, First Base.Amazing Remote socials with food and drink budgets
And, if you are based near one of our hubs (currently Boston & Austin), you will also have access to:
An array of breakfast options, delicious snacks, drinks and a top-of-the-range coffee machineFlexible work from home policy (for those who aren’t already fully remote)Team lunch provided once a weekWhole team socials every quarterDinner budget for those times you just can’t tear yourself away
,,,and here are another 200 reasons!
Equality & diversity
Our mission to empower and protect people is a reflection of two of our values: Human First and We Do the Right Thing. For us, Diversity, Equity and Inclusion is also a reflection of these core values.
As a human first company, we are committed to creating a diverse, equitable and inclusive environment where all our Tessians have the opportunity to thrive. We strive for a better Tessian, and a better world. We’re working inside and outside Tessian to improve diversity and equity in our industry, and foster an environment where everyone feels a sense of belonging.
Our strategy touches each part of a Tessian’s life cycle, from applicant to employee, ensuring that we keep DEI at the core of every point in our candidate and employee experience. Read more about our DEI commitments here.
Obligatory small print
Please note that we do not accept applications or résumés from recruiters. Any unsolicited CVs, profiles, or names, submitted in any format, by any channel, to any of our team, will be deemed to fall outside any terms and/or conditions with either the person submitting the information or their company of employment/representation.
Please note, that any job offers will be subject to the candidate passing background screening checks.
We’re a #LI-Remote company offering Choice First working practices where possible.