Manager, Hybrid Customer Success

At DNSFilter we have a singular mission: to challenge the way the industry thinks about security via DNS—and we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, and in 2022 we became the fastest DNS security tool on the planet and joined forces with privacy-focused VPN Guardian! This year we’re continuing our product-fueled growth by adding new features to assist our customers with their DNS-layer security and broadening our solution to meet the needs of the global market.

As our company grows, we realize we have a missing piece and that’s where you come in! We are looking for an experienced Hybrid Customer Success Leader to join our growing team! This person will be responsible for building and executing scalable processes to engage customers across the entire post-sales lifecycle to create value, assure renewals, and identify & convert expansion opportunities. This position is responsible for key functional areas that are at the center of our business: adoption, retention, renewals, expansion, and advocacy.

Someone who excels at coaching proactive and reactive customer success managers with large numbers of accounts, relentless advocating for customers, and continuously improving processes cross-functionally, is a great fit for this role.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

You will:

• Manage hybrid post-sales onboarding with documented success plans for customers to realize value with our products at scale through pooled success managers
• Cultivate credible relationships across a broad customers set in order to foster lifetime loyalty through various one-to-many engagements such as webinars and training videos
• Identify, qualify, and close expansion opportunities, working with sales to convert upsell/cross-sell opportunities. Maintain an accurate pipeline, including forecasting
• Retain customers by managing churn risks, including product usage, engagement, financial, and key personnel risks and intervening when risks and problems arise
• Advocate for the customer, representing their interests and critical needs within the organization and serving as the point of escalation and resolution coordination
• Collaborate with internal teams – to include Marketing, Support and Product, addressing obstacles that impact the customer experience to drive desired outcomes
• Prioritize and lead continuous improvement projects – such as building playbooks and implementing best practices, to mature a world class customer success program

Requirements

• 5+ years hands-on experience building and managing a team of working in a customer-facing role in consulting, customer success, or account management
• Ability to take initiative and see things through to completion
• Focused on continuous improvement and prioritizing the most important actions
• Passionate about delivering great customer experience and the ability to focus on transparency in tools, processes & infrastructure to make it happen
• Invite and crave accountability. You recognize the important ways in which your work is connected to cross-functional outcomes.
• Enjoy working cooperatively and harmoniously, and prioritize the team's success over your own.
• Strong communication skills; ability to maintain frequent and clear written communication to connect a distributed team
• A natural curiosity about highly technical products and the ability to explain technical concepts to a variety of audiences
• The ability to work mostly in an EST time zone environment
• Experience working with cross-functional teams and in a matrix environment to achieve objectives and key results
• Experience working remotely

Bonus points for:

• Experience with hybrid, pooled and/or digital touch engagement models
• Experience in a high-growth startup environment
• CyberSecurity industry knowledge

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Rotating 4-Day work week
• Paid company-w