Full Job Description
We are seeking a driven and results-oriented Customer Success Manager to join our team. In this role, you will focus on customer retention and growth by building trusted relationships, understanding customers' security objectives, and driving successful renewals and expansions.
The ideal candidate is a proactive communicator with strong interpersonal skills and a solid technical foundation. You excel at managing complex enterprise relationships and sales cycles, and you thrive in a dynamic environment that demands collaboration across teams and effective engagement with stakeholders via phone, email, and in-person interactions.
Responsibilities
• Build strong relationships with all your customers, from team members to executives.
• Regularly engage with them to understand their business objectives, goals, decision-making processes, and budgeting cycles. Stay connected as organizational changes occur.
• Collaborate closely with the Customer Organization, including the worldwide team, peer CSMs, Enablement and Onboarding, and Service Delivery teams, to deliver exceptional value to customers.
• Identify expansion and upselling opportunities, ensuring they align with the customer's strategic goals, and build a strong pipeline to drive future growth.
• Serve as an advocate for your customers, addressing and resolving issues promptly while maintaining high customer satisfaction and review scores.
• Become a subject matter expert on all our offerings, introducing new products and solutions across your entire customer portfolio.
• Drive pipeline creation and close expansion sales each quarter, consistently growing your portfolio's ARR.
• Manage timely renewals, maintaining the current exceptionally low churn rate.
• Travel regularly to meet with customers and attend conferences, strengthen relationships, and stay informed about industry trends.
• Collect and share valuable customer feedback, including NPS insights, reviews, case studies, and references.
Requirements
The ideal candidate should be a proven customer relationship builder with a strong track record of learning new technologies and hitting quota. They must love interacting with customers of all levels and fearless in their approach. They should have a proven track record of building trust and confidence in their expertise, demonstrating the ability to investigate and resolve obstacles to closing deals.
Must Have
• 5+ years of experience in quota carrying customer management roles in a high-tech environment with a track record of accomplishment and promotion. Demonstrable quota achievement required.
• Bachelor's degree in a related field
• Clear ability to summarize complex issues with alignment to business requirements.
• Understanding of Customer Success, SaaS and Information Security (mobile application security highly regarded)
• Strong Analytical skills, with the ability to translate data into insights
• Strong follow up, communication and presentation skills
• Self-learner with a tenacious curiosity and ability to multitask and work quickly
• Successful experience in start-up and large company environments
• Completed sales training with pipeline management methodology
Appdome is committed to fair and equitable compensation practices.
The base pay range for this role is 100k - 130k depending on experience. Actual compensation as well as title, are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, and certifications, among others. This is a quota based role.
The total compensation package for this position may also include performance bonus, stock, benefits and/or other applicable incentive compensation plans.
