Customer Success Manager
Description
A Typical Day Might Include:
- Be responsible for managing a book of business of up to, but not limited to, 60 Commercial accounts (<20K ARR)
- Become an Apptega product expert who can thoroughly understand the Cybersecurity space and translate your product knowledge into strategic business recommendations
- Ensure your customers are up and running on Apptega within 30 days of their kick-off
- Meet with customers on an ongoing quarterly basis to drive adoption and ensure they are recognizing the business value they signed up with Apptega to achieve
- Conduct Quarterly Business Reviews with key customer stakeholders
- Proactively manage the customer renewal beginning 120 days out from their renewal date
- Through strategic conversations with customers, you will uncover additional use cases that will translate into upsell opportunities
- Drive completion of G2 Crowd Reviews, and NPS surveys, and identify customers who will participate in case studies
- Monitor customer usage of the Apptega platform and uncover training opportunities or other use cases to drive adoption
- Work closely with the Apptega Support team and document, track, and resolve technical issues
- Seek product feedback from customers and work closely with the Product Team to incorporate that feedback into roadmap and strategy
What You Have:
- Experience working in the Cybersecurity Industry (1-2 years GRC or compliance-related products)
- Experience using HubSpot CRM and Pendo
- Experience managing renewals and identifying expansion opportunities
- SaaS experience preferred
- Excellent communication skills, both written and verbal
- Strong time and project management skills
- Results-oriented approach with an ownership mindset and a high motor to make your customers successful
- Excellent interpersonal skills with a positive and enthusiastic disposition
- Comfortable and capable of building rapport with various customer personas from direct points of contact to C-level stakeholders
- Ability to effectively manage a book of business from onboarding to renewal
- Relentless in your desire to make customers successful on the Apptega platform
- Proactive engagement with stakeholders to drive adoption, usage, and value for your customers