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Customer Success Manager - US East
ImmutaEast Coast, United States, United Statesfull_timeVerifiedPosted 30 Oct 2024
About the role
Immuta enables organizations to unlock value from their cloud data by protecting it and providing secure access. The Immuta Data Security Platform provides sensitive data discovery, security and access control, and data activity monitoring and has deep integrations with the leading cloud data platforms. Immuta is now trusted by Fortune 500 companies and government agencies around the world to secure their data. Founded in 2015, Immuta is headquartered in Boston, MA.
• Customers simplify operations, improve data security, and unlock data’s value. Customers include:Roche – Saved $50M by securely operationalizing data products and saving inventory.Thomson Reuters - Faster access to Snowflake data and a 60x increase in data usage resulting in greater productivity.Swedbank – 3x time saved setting up data security and self-service policy authoring. 2x more data use cases. 5x improvement in process efficiency. JB Hunt – Increased permitted use cases for cloud analytics by 100% by managing access to 100+ databases while achieving cost savings.• Technology partners include Snowflake, Databricks, AWS, Azure, Google Cloud, and Starburst. Immuta was recognized as the Snowflake Data Security Partner of the Year in June 2023.• Immuta has been recognized by Forbes as a top American startup employer, by Inc. Magazine and BuiltIn as one of the best workplaces, and by Fast Company as one of the top 50 most innovative companies. • $267 million in total funding. Lead investors include NightDragon, Snowflake, and Databricks, along with additional funding from ServiceNow, Citi Ventures, Dell Technologies Capital, DFJ Growth, IAG, Intel Capital, March Capital, Okta Ventures, StepStone, Ten Eleven Ventures, and Wipro Ventures.• A hybrid workplace with offices in Boston, MA; Columbus, Ohio; College Park, Maryland.
CUSTOMER SUCCESS MISSION
The core mission of our Customer Success team is to build and nurture an environment where the customer is at the center of everything we do.
At Immuta, we are committed to delivering cutting-edge data security and governance solutions to our clients. Our Customer Success team is integral to ensuring our customers not only protect their data but achieve long-term success in their data security and governance efforts. We are currently seeking a talented and experienced Customer Success Manager (CSM), specialized in data security and governance, to excel in onboarding, customer health management, value management, renewal management, and perform general CSM duties.
YOUR ROLE & RESPONSIBILITIES:
Guide customer onboarding*Agree on customer outcomes and deliverables to meet those outcomes at the start of a new customer engagement and ensure we reference back to these at every point of the customer journey*Develop customized onboarding plans, including product training, security best practices, and compliance guidance.*Lead and proactively manage the onboarding process, implementing their first use cases into production
Manage implementation of use cases*Define use case scope, objectives, and deliverables.*Develop a project plan with timelines and resource allocation.*Identify risks and develop a risk management plan.*Responsible for assembling and managing project teams, assigning roles and responsibilities and fostering effective communication within the team.
Own the end to end customer lifecycle*Develop and maintain strong, long-term relationships with customers as their trusted data security and governance advisor.*Gain a deep understanding of each client's data security and governance requirements and compliance standards. *Understand how Immuta can help them achieve these goals. *Collaborate with the Product and Engineering teams to relay customer feedback and enhance data security and governance solutions.*Partner with Marketing to identify referenceable customers and to develop use cases.*Communicate the progress of monthly and quarterly initiatives to internal and external stakeholders.*Create and maintain a customer success plan, tracking success initiatives
Meet targets for net renewal and customer expansion*Execute the documented renewal management process.*Accurately forecast renewals and track their progress.*Identify and resolve potential renewal challenges to ensure a high renewal rate.*Collaborate with Sales and Finance teams to facilitate a smooth renewal process.*Identify opportunities for expansion and growth within the assigned customer base.
Maintain and monitor key health and value KPIs*Ma
• Customers simplify operations, improve data security, and unlock data’s value. Customers include:Roche – Saved $50M by securely operationalizing data products and saving inventory.Thomson Reuters - Faster access to Snowflake data and a 60x increase in data usage resulting in greater productivity.Swedbank – 3x time saved setting up data security and self-service policy authoring. 2x more data use cases. 5x improvement in process efficiency. JB Hunt – Increased permitted use cases for cloud analytics by 100% by managing access to 100+ databases while achieving cost savings.• Technology partners include Snowflake, Databricks, AWS, Azure, Google Cloud, and Starburst. Immuta was recognized as the Snowflake Data Security Partner of the Year in June 2023.• Immuta has been recognized by Forbes as a top American startup employer, by Inc. Magazine and BuiltIn as one of the best workplaces, and by Fast Company as one of the top 50 most innovative companies. • $267 million in total funding. Lead investors include NightDragon, Snowflake, and Databricks, along with additional funding from ServiceNow, Citi Ventures, Dell Technologies Capital, DFJ Growth, IAG, Intel Capital, March Capital, Okta Ventures, StepStone, Ten Eleven Ventures, and Wipro Ventures.• A hybrid workplace with offices in Boston, MA; Columbus, Ohio; College Park, Maryland.
CUSTOMER SUCCESS MISSION
The core mission of our Customer Success team is to build and nurture an environment where the customer is at the center of everything we do.
At Immuta, we are committed to delivering cutting-edge data security and governance solutions to our clients. Our Customer Success team is integral to ensuring our customers not only protect their data but achieve long-term success in their data security and governance efforts. We are currently seeking a talented and experienced Customer Success Manager (CSM), specialized in data security and governance, to excel in onboarding, customer health management, value management, renewal management, and perform general CSM duties.
YOUR ROLE & RESPONSIBILITIES:
Guide customer onboarding*Agree on customer outcomes and deliverables to meet those outcomes at the start of a new customer engagement and ensure we reference back to these at every point of the customer journey*Develop customized onboarding plans, including product training, security best practices, and compliance guidance.*Lead and proactively manage the onboarding process, implementing their first use cases into production
Manage implementation of use cases*Define use case scope, objectives, and deliverables.*Develop a project plan with timelines and resource allocation.*Identify risks and develop a risk management plan.*Responsible for assembling and managing project teams, assigning roles and responsibilities and fostering effective communication within the team.
Own the end to end customer lifecycle*Develop and maintain strong, long-term relationships with customers as their trusted data security and governance advisor.*Gain a deep understanding of each client's data security and governance requirements and compliance standards. *Understand how Immuta can help them achieve these goals. *Collaborate with the Product and Engineering teams to relay customer feedback and enhance data security and governance solutions.*Partner with Marketing to identify referenceable customers and to develop use cases.*Communicate the progress of monthly and quarterly initiatives to internal and external stakeholders.*Create and maintain a customer success plan, tracking success initiatives
Meet targets for net renewal and customer expansion*Execute the documented renewal management process.*Accurately forecast renewals and track their progress.*Identify and resolve potential renewal challenges to ensure a high renewal rate.*Collaborate with Sales and Finance teams to facilitate a smooth renewal process.*Identify opportunities for expansion and growth within the assigned customer base.
Maintain and monitor key health and value KPIs*Ma
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