Senior Customer Success Manager, Synack
$100-135k
Security testing platform
Be an early applicant
Security testing platform
201-500 employees
Be an early applicant
$100-135k
201-500 employees
Company mission
To create technology that unleashes the best cybersecurity talent to secure our digital world.
Role
Who you are
- The ideal candidate will have experience in the cyber security industry, a consultative approach to working with customer stakeholders and a passion for customer advocacy
- At least 5-7 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry
- Strong technical aptitude; ability to deliver complex technical presentations, perform product demonstrations, best practices, security risk management, and help customers achieve success
- Successful experiences with the development, execution, and management of success plans
- Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
- Demonstrated ability to identify leads within install-base and grow customers
- Customer-first mindset and advocacy
- Project management experience and advanced data analytics
- Ability to work independently and to collaborate effectively across functions
- Excellent verbal and written communication and in-person and virtual presentations
- Travel up to 30%
What the job involves
- The Senior Customer Success Manager serves as a trusted advisor and customer advocate, helping our customers achieve success and maximise their return on investment with Synack
- You will leverage your customer management, business and sales acumen, and technical skills to ensure you achieve the required customer renewal targets for your book of business
- Acting as the trusted advisor, you will be responsible to define and measure the customer’s desired business outcomes, success criteria, and confirm the value realisation as you manage the post-sale customer journey
- You have experience developing and implementing success plans for your book of business, consistently tracking customer satisfaction and loyalty, retention, and expansion potential
- Develop and maintain strong relationships at all levels within the customer organisation
- Develop technical proficiency related to use cases, technical landscape, and Synack solutions
- Starting at the pre-sales stage, establish the Synack Customer Success organisation as a trusted advisor early in the customer’s journey
- Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close)
- Advocate for the customer by working closely with Synack Product Development and Product Management teams
- Develop, deliver and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
- Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
- Partner with sales teams to identify new business opportunities for expanding Synack footprint
- Consistently monitor & identify/anticipate revenue churn risk to successfully resolve at-risk clients
- Leverage Gainsight to track customers; product adoption, utilize playbooks, and drive activities/decisions
- Maintain strong customer retention rates aligned with corporate goals
Our take
As the cyberthreat landscape continues to get more complex, there is a need for sophisticated solutions. Fuelled by expertise in countering kinetic and cyber threats, Synak was founded to deliver on-demand security testing to meet this need.
Synack fosters an ecosystem where world-class security researchers collaborate to provide continuous penetration testing and vulnerability management. This allows the company not only to supply actionable results but also to cultivate a community-based approach to knowledge sharing.
In 2022, Synack was integrated into Microsoft Intelligence. This allowed it to bolster its innovation through collaboration with Microsoft's vast resources and expertise. As a result, Synack has fortified its position at the forefront of cutting-edge security solutions, and continues to launch new capabilities to address the evolving challenges of cybersecurity.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-23% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2020
$52m
SERIES D
Apr 2017
$21.3m
SERIES C
Total funding: $107.3m
Company benefits
- Ample Holidays and Time Off: Depending on where you are in the world, we offer the best and most accommodating time off policies, bar none. We believe in working hard to play hard
- Paid Parental Leave: Proud parent-to-be? We are thrilled for you and recognize this is a time you don't want to miss. Synack provides team members with a generous paid parental leave policy
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Jay Kaplan
(Co-Founder & CEO)Graduated from the George Washington University with an MS in Engineering Management. Previously worked as a Computer Scientist at the Defense Information Systems Agency and as a Senior CNO Analyst at the National Security Agency.
Mark K.
(Co-Founder & CTO)Graduated from Auburn University with a Ph.D. in Computer Science. Previously worked as an Advisor at CloudKnox Security and as a CNE Analyst at Novetta.
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