Senior CSM Mid-market

at  Detectify AB

The Sales Team
Our Sales organization is organized in sales pods, consisting of team members with cross functional roles and competencies such as SDRs, AEs, SEs and CSMs/AMs. Each pod focuses on a certain market segment such as Mid-market or Enterprise. We work with a wide range of customers from various industries.
What you’ll get to do

As a senior CSM you will be responsible for a portfolio of Mid-market accounts and its financial performance. This means you will own the customer journey from onboarding through renewal and upsell of their account. You will act as the voice of the customer as we develop new features and products that will delight our global customer base. In addition this role will work to contribute to making sure we have state of the art ways CSM processes and help to spread these best practices across the sales organizations. Some of your tasks will include:

• Build strong relationships with customers and proactively serve as a strategic advisor, demonstrating how Detectify can support their business goals.
• Proactively identify upsell/expansion opportunities and in collaboration with the TM/AE Manager to drive growth
• Drive onboarding, promote the adoption and optimal use of purchased licenses to maximize customer value.
• Increase customer engagement and ensure efficient product use by leading webinars, workshops, and training sessions.
• Scale customer account growth by making logical usage recommendations based on your knowledge of the product/service and the customer’s needs
• Leveraging client relationships, proactive provide recommendations as well as product knowledge to keep and expand revenue within your accounts
• Collaborating with the Product, Engineering, Marketing and the Sales pods to improve the entire customer life cycle
• Troubleshooting and resolving issues in a timely and productive manner, identifying and implementing process improvements
• In collaboration with your manager, evolve our existing processes around customer health scoring, QBRs and other CSM KPIs/metrics and support other CSMs in using these.
• Continuously monitor the latest and greatest CSM trends and evaluate what would fit our needs

Who you are
The ideal candidate has a strong understanding of what best in class CSM practices in a B2B SaaS company looks like and has a proven track record of working hands-on with that. You have a genuine interest in technology and have previous experience of working either with cyber security or some other technically complex products. You are a gifted networker who enjoys working in tight collaboration with others and gets some extra energy from helping your colleagues take their work to the next level. You are curious, eager to learn, communicative and you enjoy delivering top-notch customer experience to some of the biggest tech companies in the world.With thousands of companies using Detectify today, this is an incredible opportunity to make a huge impact on our mission to make the internet more secure.

• Build strong relationships with customers and proactively serve as a strategic advisor, demonstrating how Detectify can support their business goals.
• Proactively identify upsell/expansion opportunities and in collaboration with the TM/AE Manager to drive growth
• Drive onboarding, promote the adoption and optimal use of purchased licenses to maximize customer value.
• Increase customer engagement and ensure efficient product use by leading webinars, workshops, and training sessions.
• Scale customer account growth by making logical usage recommendations based on your knowledge of the product/service and the customer’s needs
• Leveraging client relationships, proactive provide recommendations as well as product knowledge to keep and expand revenue within your accounts
• Collaborating with the Product, Engineering, Marketing and the Sales pods to improve the entire customer life cycle
• Troubleshooting and resolving issues in a timely and productive manner, identifying and implementing process improvements
• In collaboration with your manager, evolve our existing processes around customer health scoring, QBRs and other CSM KPIs/metrics and support other CSMs in using these.
• Continuously monitor the latest and greatest CSM trends and evaluate what would fit our need