Customer Success Manager, Intigriti

• You should have circa 3+ years of experience in Customer Success, Account Management, or a similar customer-facing commercial role, within a B2B SaaS environment
• You should have at least 1+ years of experience in a cybersecurity-focused environment
• English language skills (both written and verbal) are a must. French, Dutch, or German are a plus
• Proven technology skills, outstanding interpersonal abilities, and strong written and verbal communication skills
• You have a passion for customer experience and a strong ability to balance customer needs, business priorities and commercial outcomes
• You are organized, an entrepreneur, a great listener, an effective communicator and possess the technical and domain skills to be consultative and credible in your approach
• You are a highly efficient communicator over the phone, in person, and when delivering presentations
• You have experience working with commercial targets and can demonstrate positive impact on retention and revenue growth
• You are able to manage a customer portfolio with structure, prioritizing accounts based on risk, opportunity, ARR impact, and customer needs
• You have experience with forecasting, pipeline management, account planning, and maintaining accurate customer data in a CRM or Customer Success platform
• You are proactive, curious, and able to operate independently in a fast-moving scale-up environment

Desirable

• As a Customer Success Manager, you have the goal to ensure the success and satisfaction of our customers. You are responsible for building and maintaining strong relationships with our customers, providing support, training, and guidance to help them achieve their goals and maximize their use of our products and services
• The ideal Customer Success Manager knows Intigriti’s products and services inside and out to help our customers plan and understand the best ways to utilize those based on their business needs or plans, commercial goals, and cybersecurity maturity
• In this role, you are expected to take full ownership of customer outcomes and commercial performance across your portfolio, including both retention, building expansion pipeline and growing the revenue of your book of business
• Being responsible for the entire customer success cycle
• Ensure value is received as a ROI and highlight the success that is important to your customers
• Serve as the main point of contact and liaison between clients and the rest of Intigriti’s team
• Proactively identify, build, and close expansion pipeline within your customer portfolio
• Develop Account Plans for your customers to detect risk, expansion opportunities, manage customer goals, and support long-term retention and growth
• Collaborate effectively with the product teams to provide timely product feedback and serve as the customer advocate to resolve any issues
• Drive product adoption and ongoing usage of Intigriti to secure and increase revenue
• Implement process improvements and create scalable programs (e.g. customer health, onboarding, new feature adoption, QBRs) to drive customer success objectives
• Keep customer information and forecasting updated in our systems, to provide visibility on the commercial potential of each account and assure business continuity
• Build strong multi-threaded relationships across customer organizations, including executive stakeholders