Customer Success Associate

About Virtru:

Virtru is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global. Today, more than ever, data demands respect, and that’s why Virtru is committed to changing the rules for data privacy. At Virtru, we equip our customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms. Our market-leading portfolio of data encryption and privacy enhancing applications are remarkably easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.

At Virtru, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at all times across its entire lifecycle. We firmly believe that when you respect data, you’re demonstrating respect for the people who own that data.

Working at Virtru, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We're building something special at Virtru. We hope you consider joining our team and helping us create a brighter future for data privacy.

Responsibilities include: 

• Renewing large portfolio of existing contracts and preventing account/revenue churn
• Onboarding new customers on Virtru’s software quickly and efficiently
• Building strong relationships with a large number of customers and key decision makers at these customers, and serving as their primary point of contact and internal advocate within Virtru
• Proactively monitoring customer and end user engagement to identify potential risks and prevent customer churn
• Identifying potential account expansion and upsell opportunities and setting up meetings with key decision makers within your personal book of business
• Managing customer issue escalations
• Collaborating internally across Virtru teams in order to drive amazing customer outcomes 
• Gather, organize, and communicate customer feedback on Virtru’s platform and product roadmap customer impact and feedback

About You:

• Bachelor’s degree from a 4-year college or university preferred
• 1+ years of customer success, customer service, sales, or account management experience at a B2B technology, software, or SaaS company
• Proven ability to renew and expand customer contracts, particularly in a high velocity setting
• Strong organizational and prioritization skills
• Technical aptitude - able to understand and explain complex technical products or issues
• Capable of building strong relationships with technical stakeholders and IT decision-makers across your portfolio
• Capable of handling multiple complex customers simultaneously

Virtruvian qualities that will set you up for success:

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.

Perks & Benefits: 

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

• A Remote-First Approach — Virtru is committed to being forever flexible when it comes to where, how, and when you get your work done. You have the option to work from home if that suits you best, or work from our DC Headquarters if you prefer being in person!
• A Flexible PTO policy — we strongly encourage you to take a minimum of 25 days off annually (in addition to 12 federal holidays) to ensure that you are getting the proper time needed to unplug and recharge.
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• A $250 Work-From-Home Stipend to help make your office space more comfortable and productive.
• Internal mobility options for those interested in exploring their skills in other areas of the business
• Frequ