Enterprise Customer Success Manager

As an Enterprise Customer Success Manager at Strong DM, you will ensure our largest customers are set up for success from the start. Being an Enterprise CSM in the US, You will act as the CEO of your assigned book of business, collaborating with Sales, Solutions Engineering, Support, and Product teams to maximize the value they get from StrongDM.  To achieve that, you must deeply understand the problem statement customers seek to solve, build consensus across customer  teams, establish a project plan to roll out, manage expectations, and deliver on our product’s promise. You will own the customer relationship and the long-term health of the account in collaboration with the Account Team.

RESPONSIBILITIES:

Act as a trusted advisor and consultant to our customers

Lead kickoff and planning calls to determine customer requirements, goals, and define a deployment project plan to drive the rollout to success completion

Work directly with your technical counterpart (Customer Success Architect)  to map customers’ objectives to concrete steps in the implementation and deployment plan, as well as drive prescriptive best practices

Collaborate closely with StrongDM Support and Product teams to resolve customer-specific challenges, answer questions, resolve issues, and proactively identify/anticipate/resolve issues, whenever possible

Focus on driving product adoption across the entire target customer organization by learning customers’ goals and suggesting ways to help achieve them through process, existing product capabilities and/or with feature enhancements

Analyze customers’ environment on a regular basis and provide recommendations to maximize the value of StrongDM

Be the voice of the customer to help improve their experience across Product, Support, and Engineering

Serve our larger enterprise accounts

Own the end-to-end success of your customers, responsible for onboarding, adoption, revenue retention, growth, and renewal

You will take ownership of the renewal for your assigned accounts

REQUIREMENTS:

8+ years in a Technical Account Management or Customer Success role for a product/service sold to cybersecurity teams

Technology Consulting background is preferred

Understanding of the technical concepts around Cloud or SaaS based and Identity cybersecurity products i.e. Hashicorp, Cyberark, AWS, Entra ID

Strong grounding in project management, including onboarding, implementation, and rollout of highly technical solutions

Savvy business sense capable of differentiating symptoms from the underlying cause and collaborating with technical teams to develop and implement the appropriate solution

Demonstrated track record of persuading technical audiences to take action based on requirements and value provided by solutions

Demonstrated track record of managing challenging customers or situations leading to successful outcomes

Ability to manage large, complex projects while remaining calm under pressure and patient in challenging situations

Be humble, unafraid to ask for help, and never assume

Experience with Business Value Assessments (BVA) from a customer success perspective to ensure we can articulate the value realized

$170,000 – $190,000 a year