Sr. Customer Success Manager

Company: Critical Start
Location: Washington
Posted on: January 28, 2025

Job Description:

Who We AreWant to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).Everything we do revolves around our three core principles:

• Do what's best for our customers.
• Do what's best for our employees.
• Don't do things that suck.That's basically it.If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).What can we offer you?

• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
• An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.Who You AreWe are seeking a Sr. Customer Success Manager to join our team! The ideal candidate is passionate about delivering security outcomes, managing service delivery objectives, and providing tangible value to customers. With strong attention to detail and exceptional communication skills, you excel at leading customers through the post-sales journey, identifying risks, and driving measurable success.What You Will Be Doing?
  • Delivering Value and Outcomes: Collaborate with customers to ensure they achieve their desired security outcomes, demonstrating the value of Critical Start's solutions throughout the customer lifecycle.
  • Customer Advocacy and Champions: Drive customers to become advocates and champions for Critical Start by fostering strong relationships and showcasing their success stories.
  • Service Governance: Lead and deliver Quarterly Business Reviews (QBRs), annual reviews, and executive-level engagements, highlighting ROI, measurable results, and alignment with strategic goals.
  • Proactive Risk Management: Identify potential risks to customer health, implement mitigation strategies, and effectively manage escalations to resolution.
  • Special Projects: Drive cross-functional special projects that benefit the broader Customer Success team, contributing to process improvements, knowledge sharing, and best practices.
  • Mentorship: Mentor and guide junior team members, providing coaching, support, and leadership to elevate team performance and skills.
  • Team Representation: Represent the Customer Success team in internal and external forums, serving as a voice for customer needs and the team's priorities in cross-departmental initiatives.
  • Cross-Functional Collaboration: Partner with teams across Product, Marketing, and Security Operations to close the customer feedback loop and enhance service offerings.What You Will Bring?Required Qualifications:
    • 8+ years of experience in customer success, account management, or support roles, preferably within a cybersecurity, SaaS, or technology organization.
    • Proven ability to manage a portfolio of strategic accounts, focusing on retention, expansion, and measurable customer outcomes.
    • Exceptional communication and presentation skills (written and verbal).
    • Expertise with customer success platforms (e.g., Gainsight, Salesforce) to drive reporting and automation.
    • Strong problem-solving and project management skills with a proactive approach to customer challenges.
    • Ability to collaborate across departments and effectively escalate issues when necessary.What It's Like Working HereImagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?What does our Compensation and Benefits package entail?
      • Competitive salary with bonus potential.
      • 100% employee coverage for healthcare/50% coverage for dependents.
      • Unlimited PTO (Paid Time Off) policy.
      • Paid Parental and Military Leave.
      • Dental and Vision Plan.
      • Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage.
      • Additional Voluntary Life Insurance coverage.
      • 401(k) Plan with Matching Program.
      • Mines Employee Assistance Program.
      • Monthly Wellness Initiatives.
      • Optional Pet Benefits Discount Plan.
      • And a new Tesla... just kidding! Kudos for making it to the end.We prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at recruiting@criticalstart.com. Thank you for helping us maintain a safe and trustworthy hiring experience.Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to "Do what's best for our employees," and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Mental and Physical RequirementsIt's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.Physical:
        • Stationary position for extended periods of time.
        • Constantly operate a computer.
        • Occasionally you may be required to move equipment or other items up to 20 lbs.
        • The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.Mental:
          • Must be able to apply established protocols in a timely manner.
          • Make timely decisions in the context of workflow.
          • Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
          • Ability to work effectively and efficiently in high stress situations.
          • Ability to simultaneously address multiple complex problems.For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).Compensation:The total compensation range (base) being offered for this role is [$100,000 - $130,000 USD].Additional Compensation:This role is eligible for additional forms of compensation.Employment Benefits:100% employee coverage for healthcare/50% coverage for dependents, unlimited PTO (Paid Time Off) policy, paid Parental and Military Leave, dental and vision plan, Employer-provided Life Insurance (up to $100K coverage), Long-Term Disability, and Short-Term Disability coverage, 401(k) Plan with Matching Program, 24/7/365 availability of Employee Assistance Program.Application Deadline:The application deadline for this position is December 30, 2024.How to Apply:Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/#LI-CV1#LI-Remote
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Keywords: Critical Start, Richmond , Sr. Customer Success Manager, Executive , Washington, Virginia