Our ideal candidate will be located on the East Coast (Eastern Time Zone specifically), other locations may be considered with relevant DevSecOps experience.

GitGuardian is a global cybersecurity scale-up. Based in Paris, we have almost 150 employees globally.

Among our early investors who saw our market value proposition, are the co-founder of GitHub, Scott Chacon, along with Solomon Hykes, Docker's co-founder. American and European top-tier VC firms have also invested in GitGuardian.

GitGuardian leads the way in Non-Human Identity security, offering end-to-end solutions from secrets detection in code, productivity tools and environments to strong remediation, observability and proactive prevention of leaks. Our solutions are used by more than 600K developers worldwide!

About your team and mission:

Our typical customers are companies with hundreds to thousands of developers that are leveraging hundreds of services like SaaS applications, cloud infrastructure, or internal microservices and are mature on DevOps and cloud adoption.

We’re seeking a proactive, driven, and methodical Customer Success Manager to play a key role in our client journey. You will work with clients of different sizes, from diverse industries, and across global markets, mostly in North America. You will collaborate closely with teams in France and the USA, including Account Executives, Account Managers, Sales Engineers, Product Managers, and others.

You will:

• Own the entire lifecycle of our customers; including support during onboarding, deployment, and ongoing & proactive touch points.
• Help our customers make the most out of our solutions capabilities and make it into an essential part of their security program
• Identify risks or blockers faced by customers and report / escalate them promptly.
• Design and implement action plans to address issues and overcome challenges, ensuring customer satisfaction.
• Act as a reliable point of contact for customers, providing prompt and accurate responses to their inquiries.
• Collaborate closely with cross-functional teams, including Product, Sales, Marketing, and Finance, to share customer insights and improve the overall customer experience.
• Field small and simple renewal processes in your portfolio.
• Update and maintain client activity details in our CRM.
• Maintain a deep understanding of our competitive landscape and your customer’s needs.
• Occasional travel to (key) client accounts and some external events as appropriate (we anticipate approximately 10-15% travel)

Your success is tied to our customers’ success. By nurturing your customers, you’ll help them achieve their desired outcomes. You see each interaction with your customers as an opportunity to help them, gain their trust and understand their needs.

About You:

Here's what we consider essential for success in this role:

• A previous work experience in a DevOps, DevSecOps or Cybersecurity environment is required.
• We’re looking for someone with 3-5 years of CSM experience.
• Excellent social skills and empathy, enabling you to build strong relationships with customers.
• Ability to act swiftly and adapt to different contexts, addressing customer needs promptly and effectively.
• Curiosity and understanding of our product's technology, allowing you to grasp its functionalities and benefits.
• Autonomy in managing customer accounts, balanced with the ability to report customer situations accurately.
• Strong communication and presentation skills, both verbal and written.
• Organizational and project management skills: ability to organize yourself to anticipate renewals, to work with internal partners (AEs, AMs, etc.)

Our interview process:

1. Video call with a Talent Acquisition team member

To discover your professional projects and evaluate if there could be a mutual match.

2. Interview with your future manager

To know more about yourself, present to you the team: missions, rituals, seniority level, and make sure you would be able to succeed in the following steps of the recruitment process.

3. Business case

To evaluate your skills for the position and project yourself into the role.

4. Final interview with an Executive 

To explain our company’s vision and ambitions for the next couple of years, and get to know you.

Benefits

• 🌴⛱️ 25 days of PTO (employees are strongly encouraged to