Sr. Customer Success Manager

Contrast Security Recognized as a Leader in G2 Summer 2023 Enterprise Grid® Report for IAST
Contrast Security is the world’s leading provider of security technology that enables software applications to protect themselves against cyberattacks, heralding the new era of self-protecting software. Contrast's patented deep security instrumentation is the breakthrough technology that enables highly accurate assessment and always-on protection of an entire application portfolio without disruptive scanning or expensive security experts. Only Contrast has sensors that work actively inside applications to uncover vulnerabilities, prevent data breaches, and secure the entire enterprise from development to operations to production.
About the Position
As a Senior Customer Success Manager, you will be responsible for the overall success of a portfolio of our customers. You will lead clients’ value realization journeys, coordinating a cross-functional team that spans Sales, Services, Support, Engineering, Product Management, and others. To become a trusted advisor, you must become a subject-matter expert on Contrast’s products, use cases, and application security best practices. In this role, you will be one of our client's primary points of contact, working hand-in-hand with technical staff and executives to improve our products' performance, reliability, and business value. You will also act as the customer's voice within Contrast to escalate problems and drive prioritization of business needs for our customers. Your success in this role means higher customer satisfaction, retention, and expansion of Contrast business. We guarantee there will always be an exciting moment while working at Contrast.

Responsibilities

• Drive Customer Value: engender a positive Experience for the customer, support their Transformation to meet objectives and seek full Engagement across their organization
• Customer Outcomes: facilitate the setting of business outcomes and measurable objectives with the customer
• Customer Intimacy: cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership and become an expert on your customers’ deployment of Contrast.
• Onboarding: deliver and communicate Contrast value to the initial application teams supporting the initial value goals
• Adoption: ensure customers are adopting Contrast and receiving the anticipated results and value and help customers evangelize and roll out Contrast throughout their organization
• Advise: share best practices; recommend solutions to meet changing customer requirements and emergent problems
• Monitor: regularly review adoption and usage trends and work closely with customer and Contrast teams to address adoption blockers
• Success Planning: define and maintain success plans for customers that continue to outline the desired business outcomes, metrics for success (KPIs), potential issues, and action plans
• Contrast Business Reviews: communicate Contrast results and value; align on new objectives and plan going forward
• Escalation Management: Liaise with Engineering, Product Management and Sales to quickly remedy accounts in red status
• Advocacy: develop and maintain Contrast advocates for references, case studies, etc. and bring intelligent product feedback and recommendations from customers back to the Contrast Product team
• Project Management: Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders takes place
• Prioritization: juggling multiple accounts and activities simultaneously with attention to detail
• Operational Excellence: ensure smooth handoffs from sales to on-boarding and from on-boarding to business outcomes, adhere to processes and procedures laid down and maintain data integrity in recording systems
• Knowledge: remain up to date on Contrast product features and developed use cases to drive customers to best practice standards
• Cross-Functional Support: partner with renewal and sales specialists to help ensure renewal and expansion opportunities are identified and closed successfully
• Collaboration: contribute to the development of industry-leading processes and best practices for delivering application security

Qualifications

• 5+ years of experience working as a CSM at a B2B SaaS company
• 5+  years of experience working with complex application security technology products and/or continuous integration environments
• Solid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOps
• Knowledge of CI tools such as Jenkins
• Knowledge of application security and application security vuln