Customer Success Manager

Remote
Full Time
Sales
Mid Level

About HackEDU x Security Journey

We help enterprises reduce vulnerabilities with application security education for developers and everyone in the SDLC. Foundational knowledge for all. Hands-on, skills-based sandboxes for developers.Two platforms. One path to build a security-first culture.

HackEDU’s spring 2022 acquisition of Security Journey brings together two powerful platforms to provide application security education for developers and the entire SDLC team. The two officially became one in August 2022 and are now Security Journey. Two platforms, one path to build a security-first development culture.

Security Journey is committed to building an inclusive culture that not only embraces the diversity of our employees, but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with a variety of perspectives that encourage new ways of finding solutions, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and is empowered to bring their authentic selves to work.

 

About the Role:

The Customer Success Manager will own a set of customer accounts in-order to help drive a high level of customer satisfaction, annual renewals, up-sale opportunities, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted HackEdu advisor.

In addition, you will be considered a product expert and will work closely with others to assist in developing Customer Success programs by ensuring processes are aligned with customer needs and best practices.

 

Responsibilities:

  • Annual renewal and upsell revenue for your set of large strategic accounts.
  • Achievement of Corporate retention goals.
  • Successful on-boarding of new customers.
  • Managing the customer relationship, retention and customer lifecycle.
  • Execute proactive success programs to ensure high levels of customer adoption, loyalty, and satisfaction.
  • Through routine customer communications, proactively identifies potential issues and works with the Director of Customer Success for planning and implementing cross-functional efforts to mitigate issues and risks.
  • Ability to anticipate and communicate future customer needs including customer programs, communication and support strategies, training, products, and services.
  • Work cross-functionally with our product and engineering teams to provide feedback to drive product enhancements while building strong working relationships.
  • Serve as the subject matter expert (SME) for Customer Success by providing guidance and addressing customer challenges with our suite of products while ensuring a high level of collaboration with customers.
  • Ability to work with cross-functional teams in a positive, productive and professional manner.


Qualifications:

  • BA/BS degree or equivalent experience.
  • 5+ years of experience in success positions or account management (Preferably in a SaaS Company).
  • Advanced knowledge of Customer Success best practices.
  • Proven ability to maintain highly valuable and outcome-based relationships with customers.
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises.
  • Willing to travel periodically based on customer and business need

 

Benefits 

Medical, Dental, Vision, Life Insurance, AD&D, 401k and Unlimited PTO

This is a remote (work from home) position for candidates based in the United States. We do have offices in Pittsburgh, PA and Raleigh, NC if working in an office is your jam. 

 

Our differences in background, identity, and experience make us stronger together. 

At Security Journey, we have three diversity commitments: 

  • Hire a diverse team 

  • Grow people equitably 

  • Contribute to personal growth 

 

 

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