Enterprise Customer Success Manager, Lead
San Francisco, CA

Job Description

CloudPassage is looking for an experienced, driven Enterprise Customer Success Manager Lead.

This role will grow, optimize and lead our large-enterprise CSM team. As an extension of our enterprise customers, this team works on the largest and most complex cloud infrastructure deployments in the world to ensure their security and compliance. CloudPassage is a critical component to the cloud security programs of some of the largest and most recognized brands that are recognized as leaders in their industries and pioneers in public cloud infrastructure.

In this role you will be an experienced player-coach. As a player, you will directly engage customer needs and proactively advise customers on approaches to improving security operational speed, accuracy and coverage through the strategic application of automation (a.k.a. DevSecOps). As a coach, you will hire, train, and support the success of your team, sharing your experience and knowledge to increase the team capability and help your players grow their own capabilities.

Customer Success Managers (CSMs) manage all elements of the post-sale business relationship with their customers, starting with customer on-boarding and continuing throughout the customer relationship. CSMs build relationships and work collaboratively with customer teams to educate, identify needs, set goals, and execute on plans that unlock incremental value from their investments in the CloudPassage Halo platform. CSMs are trusted advisers on the mechanics of the Halo platform, methods to establish and amplify Halo's value, and general best-practices for cloud infrastructure security. The trusted relationships you and your team build will lead to deeper collaboration, making the CloudPassage CSM team an integral and critical part of our customers' cloud security success.

Responsibilities:

* Manage a portfolio of 10+ Enterprise customer accounts with complex needs (typical enterprise customers invest between $500k and $4m per year with CloudPassage, have hundreds to thousands of individual public cloud infrastructure deployments, and protect hundreds of thousands of cloud infrastructure assets with Halo).
* Establish proactive, value-driven, high-touch relationships with your customers to understand, document and align customer strategies and business objectives with Halo platform capabilities and broader CloudPassage services.
* Effective program management of customer experience, orchestrating and collaborating with the appropriate internal resources to help ensure and to document the progress of your customers achieving their goals.
* Develop a trusted advisor relationship by building and maintaining appropriate relationships at all levels with your customer accounts, creating a premium and high-caliber experience.
* Establish regular communication cadence with your customers, ensure continued satisfaction, identify and confirm unaddressed customer needs that can be value-add opportunities for up-sell and cross-sell, and communicate those needs to the CloudPassage sales team.
* Be a strong customer advocate within CloudPassage, identify areas for improvement in the customer experience, both in our product and processes.
* Deep commitment to customer satisfaction and success.
* Identify any early CSAT issues and renewal risks and work with the internal team to remediate and ensure strong CSAT and a successful renewal.
* Juggle competing demands and manage limited time and resources.
* Be team-oriented, but with a bias towards action to get things done for your customers.
* Passion for building a great company and a great product by way of your customers' success.
* Support development of Mid-Enterprise CSM team as needed.

Requirements:

* 8+ years of experience in building and leading teams in the areas of Consulting, Project/Program Management, Customer Success, Account Management, or related areas; serving technology customers.
* Experience working in a SaaS company, preferably in security.
* Experience working with Executive and C-Level teams.
* Ability to build and maintain strong relationships with internal and external constituents.
* Excellent organization, project management, time management, and communication skills.
* Ability to understand and document customer requirements, map to product, track & report metrics, identify up-sell and cross-sell opportunities.
* Analytical both quantitatively and qualitatively.
* Growth mind-set.
* Excellent verbal and written communication skills.
* Security certifications (Security +, CISSP etc.) is a plus.
* Startup experience is a plus.

Desired Technical Skills:

* AWS
* Microsoft Azure
* OS administration (Linux and Microsoft Windows)
* Basic networking
* Google Suite

Desired Technical Familiarity:

* Security best practices (software vulnerabilities, configuration management, intrusion detection, file integrity)
* Python scripting
* REST API's
* Docker containers
* Configuration/Orchestration (Chef, Puppet, Ansible, SaltStack, CloudFormation, Terraform)
* Zendesk
* JIRA

About Us:

Founded in 2010, CloudPassage® is a security pioneer awarded the first-ever patents for universal cloud infrastructure security and is a leading innovator in cloud asset visibility. CloudPassage Halo® is an award-winning security solution purpose-built for the cloud that helps customers automatically discover cloud assets, reduce their attack surface, and find and respond to critical risks other tools miss. It provides unrivaled visibility and continuous compliance for the cloud deployments of some of the world's most demanding IT shops in technology, finance, security, media, e-commerce, and hospitality. CloudPassage is backed by leading Silicon Valley firms Benchmark, Four Rivers Group, Lightspeed Venture Partners, Meritech Capital, Musea Ventures, Shasta Ventures, Sozo Ventures, and Tenaya Capital.