Manager, Customer Success

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. 

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Evolution Equity Partners, Sequoia Capital, GV and Riverwood Capital. 

Why join SecurityScorecard’s Customer Success Team?

The SecurityScorecard Customer Success team is empowered by the company to help guide customers to get the most out of our great products and services. We define our Customer Success strategies, priorities and go-to-market techniques. We blaze new trails in cybersecurity thought leadership using our cybersecurity ratings and cybersecurity insights. We are a proactive CSM team that is customer centric, uses a team approach and represents the voice of the customer every day.

About the Role

The SecurityScorecard Customer Success team is responsible for ensuring customers realize maximum value from our platform. They delight customers by understanding their organizational goals and unique challenges, then helping operationalize the platform to improve their process and security program.

The Manager of Customer Success will play an important role in helping our customers transform the way they assess and address security risk. In this role, you will lead a team of CSMs who own and manage strategic customer relationships. You will be accountable for the success of your team and their customers. You will share your understanding of CS best practices, cybersecurity and of our products & services to ensure the team is delivering value, developing trust and expanding relationships with the customers under your care.

The Ideal candidate Will have a deep sense of Customer empathy. You will be metrics driven and have an ability to translate customer needs into achievable goals and operate in a data driven environment. You will have the ability and desire to drive value for customers based on unique needs. Will be intellectually curious; driven to expand cybersecurity domain & professional expertise. You will be a collaborative partner across functions: Product, Sales, Marketing, Finance, etc.

Key Responsibilities

• Hire, train, coach, develop and lead team of high-performing customer success managers who enable our customers to reach maximum value
• Drive gross and net retention metrics for your team and region from strategy development, accurate forecasting and efficient execution 
• Help continuously improve the customer journey and develop and build our CSM team best practices
• Model world class customer success and be an advocate for the voice of the customer in product testing and design
• Collaborate cross functionally with leaders across the company on strategic growth initiatives
• Serve as a confident subject matter expert as it relates to the SecurityScorecard platform and the cybersecurity and third-party risk management industries
• Ensure that the CSM team is identifying renewals and upsell opportunities for their book of business customer sites with the objective of driving incremental revenue and customer stickiness  

Qualifications:

• Bachelor's degree
• 5+ years total experience enabling B2B customers in a SaaS organization as a customer success manager, technical account manager, consultant or similar role
• Prior experience leading teams 
• Demonstrated success developing customer relationships and building champions within Fortune 500 / global 2000 organizations, and coaching your team to do so
• Proven success managing and expanding a multimillion-dollar portfolio of customers
• Knowledge of Vendor Risk Management programs and/or cyberse