Manager of Customer Success, Dashlane

• The ideal candidate will bring a strong background in SaaS, with a preference for experience in the cybersecurity domain, and will have at least 3 years of management experience within customer success functions
• 3+ years of people management experience in a SaaS company, preferably within Cyber-Security

Desirable

• The Manager of Customer Success will play a critical role in driving customer adoption and retention across our global customer base; ensuring that our team of Customer Success Managers delivers exceptional, proactive service to customers at all levels of engagement
• Lead and mentor a team of CSMs, fostering a culture of accountability and continuous improvement
• Protect ARR via customer retention and satisfaction programs, and through product adoption and customer enablement
• Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make our teams and customers successful
• Identify key risks and barriers to success, and own risk management and mitigation within your customer portfolio
• Maintain hands-on knowledge of our security platform, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization
• Serve as a key point of escalation for customer issues, working closely with the Support, Product and Engineering teams to address challenges and drive resolution
• Design and implement customer success plans that ensure clients achieve their security goals, driving high satisfaction and renewal rates
• Work alongside sales and/or account management to ensure upsell opportunities are identified, prioritized, supported, and won
• Work across time zones to manage and support a diverse customer base and CSM team, ensuring a cohesive customer experience regardless of location