ESSENTIAL SKILLS

• Knowledge of AppSec/DevOps/SecDevOps
• 3+ years of B2B SaaS customer success, account management, or consulting experience working with long-tail accounts (high volume, low revenue.
• Grit and growth mindset, an ability to thrive in ambiguity.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes and an enthusiasm for driving new ideas.
• Strong problem-solving and project management skills, with the ability to juggle multiple priorities and deliver results.
• Proven track record in customer retention and account growth, especially for long-tail a (high volume, low revenue book of business.
• Ability to thrive in a fast-paced, dynamic environment and drive change within an organization.

DESIRED EXPERIENCE

• Experience: solid experience in customer success, account management, or related roles, with proven experience in managing, retaining and growing long-tail accounts (high volume, low revenue.
• Communication Skills: Exceptional verbal, written, and presentation skills, with the ability to communicate effectively with executive-level stakeholders and influence internal teams.
• Scalable Methods: Proven ability to develop and implement scalable methods for long-tail accounts, including a mix of direct customer interaction and automation tools.
• Problem-Solving & Decision-Making: Strong analytical and problem-solving skills, with the ability to make informed, strategic decisions in high-pressure situations.
• Technical Aptitude: Comfortable working with technology, data, and CRM platforms (e.g., Salesforce, HubSpot and customer success tools (e.g., Gainsight, Totango.
• Domain Experience: solid experience in the domain of AppSec/DevSec or DevOps and working with financial customers.

PERSON REQUIREMENTS

• Passion for helping customers and developing programs.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Highly organized and able to multitask.
• Patient and active listener.

PURPOSE OF THE ROLE

IriusRisk is a fast-growing Cybersecurity startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. As the Customer Success Manager (CSM, you will play a pivotal role in ensuring the success and growth of our long tail customers. You will be responsible for leading scalable strategic initiatives to improve customer satisfaction, drive product adoption, and ensure customer retention.
As a key member of our team, you will build strong relationships with customers and collaborate with cross-functional teams internally to deliver excellent customer experiences in a scalable fashion. Our ideal candidate is passionate about using scalable processes, identifying problems, finding solutions, and improving our customer’s experience. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to retain and grow our customer base.

DUTIES & RESPONSIBILITIES

• Customer Relationship Management: Act as the primary point of contact for 50+ long-tail accounts (high volume, low revenue, understanding their buisness and goals, and ensuring their satisfaction with our products/services.
• Scalable Practices: Develop and execute excellent customer success practices through scalable methods, targeting areas of health monitoring, nurturing, adoption, and education with a mix of direct interaction and automation.
• Strategic Planning: Develop and execute customer success strategies, working closely with internal teams (Sales, Product, Support to meet client needs and foster growth in a scalable way.
• Retention and Account Growth: Identify and drive opportunities for account expansion, renewals, and upselling, ensuring a high level of customer retention.
• Customer Advocacy: Serve as the voice of the customer within the company, influencing product roadmaps, features, and service offerings based on customer feedback and industry trends.
• Data-Driven Insights: Analyse customer success metrics (NPS, churn, renewal rates and create action plans to address issues, improve overall customer health, and drive growth.
• Industry & Individual Growth: Stay informed about industry trends, market developments, and competitor activities to continuously improve our customer success strategies and offerings.
• Task Management: Oversee the timely and successful completion of tasks assigned by leadership, ensuring alignment with long-term strategic objectives and supporting data-driven decision-making for both client success and organizational growth.