Lead Customer Success Manager

at  watchTowr

HELLO, LET US INTRODUCE OURSELVES!

We are watchTowr, a VC-backed cyber-security start-up headquartered in Singapore. Cyber security veterans and technical experts, we are obsessed with continuously finding ways to break into enterprises, while building technology for some of the world’s most targeted organisations.
With experience informed by years of simulating attacks by ransomware gangs and APT groups against some of the world’s largest organisations, our mission is to be every organisation’s persistent adversary - with cutting-edge technology.
As a team, we’re leveraging data to build the future of Attack Surface Management and Continuous Automated Red Teaming technology. We’ve seen the limitations of the status-quo - consultancy. Our mission is to enable organisations to rapidly react to new threats and ultimately answer that one elusive question - “how could my organisation be compromised today?”.
We are a young, high-energy and high-performing team that is devoted to building world-class technology in pursuit of realising our mission. We are in a high and aggressive growth phase of our journey and are excited to continue adding colleagues to join our phorce of nature.
Our vision for offensive security is continuous.

IDEAL EXPERIENCE

• 5+ years of experience in a Customer Success (or similar customer-facing) role in a tech startup.
• Technical domain knowledge within cybersecurity with experience working in a role supporting customers with queries and ability to triage and escalate to wider teams.
• Proven experience in customer success within the SaaS industry, ideally working within a cybersecurity vendor in a start-up type environment.
• Demonstrated experience developing customer success plans and enabling customer defined value to be realized.
• Understanding of penetration testing, vulnerability management, attack surface management and/or related technology areas is highly beneficial.
• Ability to manage a portfolio of accounts of various sizes in a fast-paced, dynamic environment.
• Able to operate effectively both independently and within a team.
• Excellent communication, negotiation, and presentation skill.
• Strong analytical and problem-solving abilities.
• Results-driven with a track record of meeting and exceeding customer success targets
• You are a self-driven, initiative-taking individual - you don’t need anyone to tell you what to do!

OUR EXPERIENCE

When you join us, you can expect (ok, we kinda expect this from you too):

• A highly motivated, experienced, team that obsesses over our shared mission.
• To be part of a team of outcome-focused problem-solvers.
• An environment of autonomy and creativity to support you to deliver the best work of your life.
• A culture of continuous improvement in the form of learning and growth.

We are looking for a Lead Customer Success Manager to enable our clients and stakeholders to maximise their usage of our technology while maintaining the level of customer support for our global customer base that we pride ourselves on.

• You will work closely with our commercial and technical teams to support clients, and ultimately be pivotal in helping to ensure that our existing and future clients are able to maximise value from the watchTowr Platform. This will include answering queries, supporting requests and acting as the liaison between internal teams to communicate client feedback
• You will develop and nurture strong, long-lasting relationships with key customer stakeholders; understanding their business needs and objectives.
• You will be responsible for the health of the assigned accounts and ensure customers continue to stay and grow, and realize the full value of their investment in the technology.
• You will develop meaningful relationships with key stakeholders within the customer as well as wider internal teams (Sales, Customer Success, R&D and Support Engineering)
• You will own and orchestrate post sales motion, including conducting QBRs, product adoption maturity assessments.
• You will act as the first point of contact for customer queries, answering technical questions and queries, triage cases and escalate to wider team where required.

Our close attention to client requirements and ensuring success has been pivotal to our growth so far, and we expect you to continue to improve on this legacy!