Customer Success Manager, Synack

• 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
• Bilingual in English and Spanish (required)
• Located on the East Coast of the U.S., near a major airport (required)
• 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%

• The Senior Customer Success Manager serves as a trusted advisor and customer advocate, helping customers achieve success and maximize their return on investment with Synack
• This role specifically co-manages a global account with Spanish-speaking entities alongside a Europe-based CSM, requiring fluency in English and Spanish to effectively engage stakeholders
• You will leverage your customer management, business acumen, and technical skills to drive customer retention and renewal targets
• As a trusted advisor, you will define and measure business outcomes, success criteria, and value realization throughout the post-sale journey
• With experience in developing and executing success plans, you will track customer satisfaction, loyalty, retention, and expansion opportunities to ensure long-term success
• Develop and maintain strong relationships at all levels within the customer organization
• Collabore closely with another CSM based in Europe to ensure seamless account management
• Develop technical proficiency related to use cases, technical landscape, and Synack solutions
• Starting at the pre-sales stage, establish the Synack Customer Success organization 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 customer churn risk to successfully resolve risk
• Leverage Gainsight to track customers; product adoption, utilize playbooks, and drive activities/decisions
• Exceed customer retention rates aligned with corporate goals
• This position has responsibility to ensure Synack’s security and privacy posture is maintained

• 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
• 100% Covered Health Plan Benefit: Our people are our greatest asset, and that's why we invest in high-quality healthcare coverage for our employees with comprehensive medical, dental and vision benefits in the U.S.

Total funding: $107.3m

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.