Customer Success Manager

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

The Customer Success Manager maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship management role focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining customer relationships is required.

 

What You'll Do:

• Industry and Product Knowledge:
• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.
• Communication Channels:
• Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals.
• Action Planning:
• Create, execute, and oversee action plans to track customer activities and projects, ensuring engagement by appropriate parties throughout.
• Customer Engagement:
• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services.
• Identify upsell opportunities based on customer needs or new product rollouts.
• Revenue Growth:
• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
• Reporting:
• Inform and report account status to the Director of Customer Success, Americas.

 

Requirements:

• Skills and Competencies:
• Self-starter with a drive to succeed.
• Proficient in both oral and written communication, able to tailor message format and content to specific audience(s).
• Superior active listening skills.
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
• Excellent analytical capabilities to break down complex tasks into executable and measurable steps.
• Creative problem solver, able to accomplish goals through a variety of processes and tools.
• Capability of talking to and staying abreast of technical developments at SpyCloud.
• Ability to deal with complex customer relationships.
• Experience:
• 3-5 years of Customer Success Management experience in a customer-facing role.
• Familiarity with Software as a Service (SaaS) solutions.

 

Nice to Have

• Cybersecurity and ATO prevention experience is a plus.

SpyCloud is not sponsoring visas at this time.

U.S.-Based Benefits + Perks (for Full Time Employees):

At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
  • Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

U.K.-Based Benefits + Perks (for Full Time Employees):

• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year

About SpyCloud:

SpyCloud is on a mission to disrupt the cycle of cybercrime. As the leader in Cybercrime Analytics, our solutions thwart cyberattacks that originate from the use of stolen data, including account takeover, ransomware, and online fraud. More than 550 customers and partners trust SpyCloud to protect users' identities, prevent targeted attacks, and unmask ad