Customer Success Manager – Unit 42

• Own customer onboarding, adoption, satisfaction, and advocacy across a portfolio of customers
• Provide high-touch customer outreach immediately after closing and shepherd customers through onboarding
• Drive timely adoption and ensure customers maximize return on investment
• Ensure measurable customer satisfaction
• Inform customers of refresh needs and options
• Identify upsell and renewal opportunities and grow revenue
• Facilitate portfolio renewals
• Develop trusted-advisor relationships with customer stakeholders, executive sponsors, and partners
• Serve as the first line of defense for customer support requests and coordinate timely resolutions with consulting teams
• Maintain ongoing communication about Unit 42 messaging, offerings, updates, events, and contacts
• Map customer business challenges and objectives to services and business benefits
• Advocate for customers in service and product roadmap improvements
• Partner with Sales and Consulting teams to develop and apply processes
• Manage CSAT, renewal rate, upsell/cross-sell lead identification, referenceability, renewal likelihood, adoption, consumption, and engagement metrics
• Capture and nurture CISO relationships to influence recurring strategic spend
• Support implementation of new solutions, transitions from old to new solutions, integrations, and critical issue resolution

• Experienced SaaS sales or customer success professional
• Experience building out new programs and initiatives preferred
• Strong consulting and project management skills
• Proven results working as a trusted advisor to drive business value for customers
• Ability to interact with client teams at various technical and non-technical levels
• Proven track record managing customer escalations, balancing expectations, and negotiating successful resolutions
• Highly data-driven and committed to following process
• Ability to drive and track a consistent engagement process across a customer portfolio
• Team player with high integrity
• Desire to work cross-functionally with Sales, Operations, and Consulting teams
• Previous experience with a cybersecurity or enterprise software company preferred
• Ability to multitask in a fast-paced environment
• Knowledge of current customer success techniques and technologies preferred
• Willingness to work nights and weekends as needed
• Tableau a plus
• Flexibility for travel

• Reasonable accommodations for qualified individuals with a disability
• Immigration sponsorship eligible