DescriptionAs a Customer Success Manager, you will act as a strategic advisor to Shield's customers, guiding them to achieve measurable business outcomes and maximize the value of the Shield platform. You will help customers translate compliance goals into real results-driving risk reduction, operational efficiency, and regulatory confidence.
Your role includes sharing relevant product updates and best practices, capturing customer insights to inform Product and R&D, and ensuring every interaction strengthens trust and impact.
This position is based in New York and reports to the Director Delivery of Customer Success.
Let's get down to business:
What you'll do:
In this key role, you will be the strategic owner of customer health and a trusted advisor to Shield's enterprise customers, ensuring they realize measurable value and long-term success with the platform.
- Champion the Customer Voice - Represent customer needs across Product, R&D, and Operations to maximize value and influence roadmap priorities.
- Own Customer Health - Monitor and communicate health metrics, proactively addressing risks to satisfaction, adoption, and renewal.
- Drive Renewals & Expansions - Lead the end-to-end process for straightforward renewals and identify expansion opportunities, partnering with Sales on complex deals to secure growth.
- Support & Escalation Visibility - Track and clearly reflect the status of critical support issues and escalations, ensuring customers and internal teams remain aligned on progress and resolution.
- Executive Engagement - Build trusted advisor relationships with decision makers, champions, and economic buyers, guiding them on best practices to manage risk and achieve compliance goals.
- Value Delivery - Lead Quarterly Business Reviews and customer training sessions focused on outcomes, renewal readiness, and expansion opportunities.
- Strategic Planning - Collaborate with internal teams and customer stakeholders to create a Mutual Success Plan with clear objectives, success metrics, and next steps.
- Product Expertise - Maintain a strong understanding of Shield's product and roadmap to guide customers on leveraging the most relevant features for their evolving requirements.
RequirementsExperience and skills:- 5+ years of customer advocacy and engagement experience in an Enterprise SaaS customer success team working with Fortune 100 companies and their executives
- Owning a book of business of 4-6 Strategic customer accounts
- Increase customer satisfaction, adoption, and retention applying to a technical product
- A fast learner who is naturally curious and thrives in a fast paced and dynamic work environment
- Experience with the finance industry / Managed customers from the finance industry - Advantage
- This position is based in NY - The base salary for this role is between $130,000 USD - $155,000 USD + bonus. The salary will be dependent upon many factors, including your experience level, skill set, and market knowledge. This range is based on Shield's good faith estimate as of the date of the job posting and may be modified in the future.
