Location: Madison Office Preferable or Remote within USA
Your MissionAs Customer Success Manager, you will own a portion of Sprocket's high growth portfolio of customers and be accountable for the post-sale relationship end to end. You will drive product adoption, account health, retention, and growth, serving as each customer's trusted advocate and primary business relationship. Just as importantly, you will help design the customer success playbooks that enable Sprocket to deliver a high-quality customer experience as our base grows. This is a key role in the company for someone energized by customer relationships, building new systems and process, and having ownership of an end to end customer journey.
What You'll Own- Portfolio ownership: Serve as the named point of contact for a book of accounts, guiding each to realize value from our platform.
- Time to value: Set customers up for a strong start and ensure they reach meaningful value early in the relationship.
- Adoption: Ensure customers are enabled to realize value through the Sprocket platform and stay continuously engaged throughout the partnership.
- Account health: Proactively monitor customer health and usage, track it over time, and surface at-risk and expansion-qualified accounts early.
- Relationship and communication: Be the customer's advocate and primary business contact, keeping them informed with proactive, meaningful communication throughout the engagement.
- Business reviews: Plan and run regular business reviews (QBRs) anchored to each customer's goals and progress.
- Renewals: Own the renewal cycle for your book: forecast accurately, run renewals proactively, prioritize multi-year opportunities, and protect net revenue retention. Partner with Sales on pricing and scope as needed.
- Expansion: Identify and pursue upsell opportunities and see them through to close, partnering with Sales.
- Advocacy and referrals: Build customer referral, reference, and NPS momentum.
- Voice of the customer: Capture feedback and partner with Product and Engineering to prioritize fixes and influence the roadmap.
- Process building: Create and refine the repeatable customer success playbooks, templates, and CRM workflows that scale the function.
What You BringRequired- 2+ years in Customer Success, Account Management, Sales Engineering, Implementation, or a comparable post-sales role at a cybersecurity company.
- Track record managing a sizable book (50+ accounts) leading technical discussions and owning renewals and expansion targets.
- Functional understanding of core Information/Cybersecurity concepts such as:
- Confidentiality, integrity, availability, and privacy.
- Basic risk management principles.
- Awareness of industry regulations and frameworks such as PCI-DSS, HIPAA, HITRUST, OWASP, Critical Security Controls, and NIST CSF.
- Basic Network+ level knowledge such as:
- DNS, domain names, host names and subdomains, IP blocks (CIDR notation), RFC 1918 address spaces, and TCP ports/services.
- Customer-centric mindset: a genuine drive to ensure customers succeed and to exceed expectations.
- Strong communication: explains complex ideas clearly in writing and live, with both practitioners and executives.
- Organized project manager: can run many accounts in parallel without dropping the ball.
- Process and tooling fluency: comfortable in a CRM (HubSpot a plus) and building scalable, repeatable workflows.
- Problem-solver and collaborator who thrives working across Sales, Product, and Engineering.
Preferred- Familiarity with usage- and health-based expansion plays.
- Experience with Customer Success tools and processes such as Gainsight, ChurnZero, NPS scoring.
- Experience with AI tools such as Claude to scale efficiencies and manual work.
Benefits- Unlimited PTO for healthy work/life balance.
- Company contribution to 401k (immediate eligibility, no one should have to wait to start saving).
- 75% company contribution for health insurance for employees and 50% for dependents.
- 100% company contribution for dental and vision.
- Flexible working hours.
- Support for your career development with paid training, conferences, certifications, etc.
Location- Madison Office Preferable or Remote within USA
