Company: SecurityPal
Position: Customer Success Manager - Mid-Market
Reports to Position: Director of Customer Success
Overview: SecurityPal Engagement Management
The Engagement Management team is responsible for managing our customers' journey with SecurityPal. This journey consists of 4 major stages:
- Onboarding our customers onto the SecurityPal ecosystem
- Driving adoption of our software and services
- Supporting customers' growth and maturity as trusted business partners
- Renewing and expanding our partnership
Essential Functions:
To excel in this role, Engagement Managers must:
- Skillfully manage the needs of a portfolio of approximately 50 medium-value customers
- Manage the end-to-end customer journey - from onboarding to renewal
- Build strong relationships with customers - from entry-level sales team members to C-suite executives
- Actively assess and address customer health and churn risks
- Demonstrate technical aptitude to quickly learn and enable customers about our app product
- Possess strong project management skills to oversee customer projects executed by our delivery team
- Have a commitment to continuous improvement and help identify and enhance tools and processes to deliver a better customer experience
Interests and Skills:
High performers at our organization are:
- Comfortable in an ever-changing environment
- Independent workers, comfortable owning a book of business
- Team players with a strong desire for personal growth
- Highly organized in managing and executing complex customer tasks
- Excellent communicators
- Relationship builders with a sales mindset
- Tech-savvy and interested in AI, enterprise software, and information security
Prerequisite Education and Experience:
- Bachelor's Degree or equivalent
- Demonstrated history of performance in a startup environment
- 2+ years of experience in professional services, customer success, project management, sales, consulting, and/or similar roles
