Senior Customer Success Manager, ReversingLabs
$125-135k
+ Bonus & Equity
Threat intelligence solution
Open for applications
Threat intelligence solution
201-500 employees
Open for applications
$125-135k
+ Bonus & Equity
201-500 employees
Company mission
To analyze and secure every enterprise software package, container and file, at the speed of business.
Role
Who you are
- 6-8+ years of experience in Customer Success, Account Management, or Enterprise Client Engagement in B2B SaaS or cybersecurity
- While this role does not require hands-on technical skills, a working understanding of cybersecurity challenges, common enterprise architectures, and industry terminology is essential to effectively engage with technical stakeholders and guide value realization
- Demonstrated success driving adoption, retention, and expansion across complex enterprise accounts
- Proven ability to independently manage executive relationships and align customer outcomes to measurable business value
- Skilled in success planning, QBR delivery, renewal strategy, and risk management
- Strong commercial acumen with experience partnering cross-functionally with Sales, Product, Engineering, and Support
- Brings sound judgment developed through experience handling complex customer challenges and escalations
- Able to mentor less-tenured CSMs through example and collaboration, strengthening team discipline and execution
- Familiar with Customer Success platforms (e.g., Planhat, Gainsight) and CRM systems (e.g., Salesforce)
- Excellent executive communication and storytelling skills—able to deliver value narratives that resonate with VPs/CISOs
- Highly autonomous, accountable, and comfortable operating in a fast-growing, startup-like environment
What the job involves
- We’re seeking a Senior Customer Success Manager who excels at driving strategic relationships, delivering measurable value, and guiding enterprise customers toward long-term success
- In this role, you’ll manage a portfolio of high-impact accounts—building trusted executive partnerships, aligning customer goals with ReversingLabs solutions, and ensuring business outcomes are achieved at every stage of the customer journey
- At ReversingLabs, the Customer Success Management team owns the post-sale business relationship
- We focus on executive alignment, success planning, and outcome realization—working cross-functionally with Sales, Renewals, and Customer Success Engineering to ensure that customer goals are met and growth opportunities are uncovered
- While this role does not require hands-on technical skills, a working understanding of cybersecurity challenges, common enterprise architectures, and industry terminology is essential to effectively engage with technical stakeholders and guide value realization
- As a senior member of the Customer Success team, you’ll serve as a strategic advisor across business and technical stakeholders, partner closely with Sales, Renewals, and Customer Success Engineering, and play a key role in customer retention and expansion strategies
- Your ability to blend business insight with a working knowledge of cybersecurity challenges will help translate complex technology into clear, quantifiable business results
- If you’re passionate about driving outcomes, building executive relationships, and turning complex technology into measurable business impact, we’d love to hear from you
- Serve as the strategic business partner for a portfolio of enterprise customers, leading executive engagement and driving post-sale success
- Build and sustain multi-level relationships across customer organizations—including business, technical, and procurement stakeholders
- Create and execute Customer Success Plans that define measurable objectives, value metrics, and milestones for adoption and ROI
- Lead Quarterly Business Reviews (QBRs) to highlight progress, outcomes, and opportunities for growth
- Partner with Customer Success Engineers (CSEs) to ensure technical delivery and integrations directly support customer goals
- Own renewal readiness and expansion strategies, collaborating with Sales and Renewals to forecast, identify risks, and uncover growth opportunities
- Proactively monitor customer sentiment, adoption trends, and value realization to drive retention and prevent churn
- Serve as the voice of the customer internally—providing insights to Product, Marketing, and Sales to influence roadmap and go-to-market priorities
- Maintain accurate account health data, renewal forecasts, and success metrics using internal tools and CRM systems
- Stay current on cybersecurity trends, market challenges, and customer use cases to guide strategic discussions
Our take
In the world of cybersecurity, a good offense makes for a good defense. Active malware detection programs can greatly improve threat detection and elimination, saving time and money. ReversingLabs offers unprecedented threat detection and analysis to combat the latest intelligent cyber attacks.
ReversingLabs' active decomposition technology allows a full-scale analysis of all incoming content to identify any potential threats. Users can verify software supply chain, hunt malware threats continuously, and prevent phishing and email attacks. The company's approach to actively combating malware attacks has attracted a variety of big-name customers including Cisco, JPMorgan and Motorola.
ReversingLabs has garnered impressive amounts of funding to date, allowing it to advance within the rapidly growing cybersecurity market. With the cybersecurity industry needing to accommodate limited security budgets while providing scalable, agile and efficient security features, ReversingLabs joins competitors TDi Technologies, Claroty and Lastline in developing effective, future-proof platforms.
Freddie
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2021
$56m
SERIES B
Apr 2020
$10m
SERIES A
Total funding: $91m
Company benefits
- Paid vacation and sick leave
- On-the-job training, tech talks, personal training and development
- Flexible work schedule
- Free snacks and beverages
- Commuter benefits
- Employee referral bonus program
- Company events & activities
- Medical with deductible reimbursements
- Employer paid dental, vision, disability & life insurance
- 401k
- Flexible Spending Accounts (health & dependent)
- Quarterly (3 day) Wellness Weekends
- Pet insurance
- Opportunities for advancement
- Innovative and collaborative work environment
Company HQ
Kendall Square, Cambridge, MA
Leadership
Mario Vuksan
(Founder & CEO)Mario worked as a Software Engineer for 4 years before spending almost 5 years at Groove Networks. They spent over 3 years at Bit9, leaving their Director of Research position in December 2008 to found ReversingLabs the following month.
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