Customer Success Manager

About the role

At Cerby, we believe there is a better way for people to use cloud applications and securely share access with others. Our Customer Success team ensures our customers fully utilize our solution to build a secure environment while enabling company users to manage their applications.

We are looking for a Customer Success Manager who can become a partner, advocate, and strategist who will increase our product's proven value to the customers’ business.

What you'll do

Guide customers proactively through our customer lifecycle with a focus and delivering value, expanding their use of our solutions, and managing renewals.

Partner cross-functionally with our account executives, onboarding, solutions, product, engineering, and support teams.

Prioritize and regularly engage with customers through business reviews to present strategic security strategies.

Become a Cerby product expert. Maintain a detailed understanding of our products and services, and suggest the best strategies to meet customer needs.

Act as the voice of your customers. Collect customer feedback, review and manage concerns, and advocate for all aspects of the customer experience with Cerby.

Create and optimize existing processes within the company and actively enhance our Customer Success initiatives.

Qualifications

A proven track record of success (pun intended) with a minimum 5+ years experience managing a book of business in a SaaS role servicing customers through strategic engagements.

Experience working with enterprise customers.

Ability to communicate concisely and foster positive business relationships (English required, a second language is a plus) via video calls, email, and other collaboration tools.

A passion for customer discovery. You know how to ask insightful, open-ended questions to discover if solutions will provide customers with tangible business value.

• An intermediate or advanced understanding of web technologies.
• Accountability & integrity along with personal organizational skills are essential.

Experience establishing and managing milestones that keep customers and internal team members on track.

Experience managing revenue retention and/or expansion targets as your key metrics.

Experience analyzing and optimizing existing processes in a Customer Success or similar team.

Experience working within the Identity and Access Security space is a plus.