Manager of Customer Success, Absolute Security
CA$120-135k
OTE
Enterprise cyber resilience
Posted today
Enterprise cyber resilience
1001+ employees
Posted today
CA$120-135k
OTE
1001+ employees
Company mission
To help organizations strengthen cyber resiliency.
Role
Who you are
- Maniacal focus on customer success, you’ve been around the block and built customer success in the past and are ready to continue to evolve and innovate at Absolute
- Proven (3+ years) experience leading, mentoring, and motivating high-performance teams
- Experience building a Customer Success (or equivalent) organization, processes, and/or tools is a required asset
- Experience building out scaled Customer Success programs that work using a data-driven scalable approach
- Strong aptitude for technology with the ability to explain technical concepts and theories to both technical and non-technical users
- Previous Cybersecurity experience a plus
- Strong knowledge of software platforms and systems used for managing customer relationships and internal data sources
- Highly organized, able to manage many activities concurrently
- Change maker and instigator with an ability to take initiative, and drive projects to completion
- Experience with Salesforce and Gainsight
- Confident dealing with difficult conversations and experience of performance management
- You’re a natural champion builder and go the extra mile to add real value
- Ability to motivate team to meet goals and can manage change in a positive manner
- An effective communicator who builds successful relationships internally and externally; you can communicate ideas and break down complex subjects to your stakeholders
- A champion of Absolute customers, leading your team with clients’ best interests in mind
- Driven to solutions: for your team, for your customers, and for the company overall
- Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems
- Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
- Expecting the best: You hold yourself and others accountable to meet commitments
- Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
- Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
- Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
- Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
- Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service
What the job involves
- Reporting to the Director of Customer Success, as the Manager, Customer Success at Absolute, you are highly organized with excellent interpersonal skills and a passion for technology
- You will provide leadership, mentorship and assistance to day-to-day operations
- You will be responsible for leading a team of CSMs to drive customer loyalty and business value to customers
- You leverage customer health monitoring tools to proactively identify issues, and work with your team to implement strategies for product success
- Your affinity for customer excellence guides your team to transform customer stakeholders into Absolute heroes within their own organization
- You will also be responsible for leading the customer success team (Mid-Market, Education and State/Local Government), conducting regular 1:1s with team members, analyzing churn and usage data and building best practices for the customer success team
- Represent the voice of the customer across the organization, advocating for their needs and expectations during strategic decision-making
- Proactively look for areas of opportunity to innovate and optimize your team and your team’s programming to drive continuous improvement in performance and the customer experience
- Design and refine Customer Success workflow and processes to maintain service excellence
- Analyze customer feedback and data to identify trends, pain points, and opportunities to make informed improvements to Customer Success activities and overall programming
- Work as part of the CS Leadership team to evaluate and execute on tactics supporting CX and company initiatives, goals and targets
- Coach, manage, mentor and lead a team of Customer Success Managers (CSMs) to achieve defined key performance metrics (measured weekly, monthly, quarterly) including Net Dollar Retention
- Work hand-in-hand with your team to develop account strategies, growth and/or risk mitigation plans
- Provide guidance and management over customer escalation decisions and protocols
- Coach your team through quality evaluations and performance reviews to help them develop skills and grow in their career as a CSM
- Lead and encourage your team to focus on skills and attributes that lead to long-lasting relationships with their customers
- Make recommendations as to the employment stages of new and existing CSM team members
- Manage time off requests for team
- Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition
- Coordinate internal teams including Sales, Account Management, Support, Product and Engineering to resolve complex customer issues and ensure a seamless customer experience
- Drive a focus on net dollar retention and creating value for our customers, ensuring that our services not only meet but exceed customer expectations
- Protect the security and privacy of Absolute and its customers
Our take
Absolute’s software is embedded within 600 million devices worldwide, its cyber resilience platform delivers endpoint-to-network access security coverage and automated compliance solutions. Working with enterprise companies, governments, educational institutions and agencies, it maintains cyber resilience for its clients through factory-embedded endpoints that enable permanent digital connection.
Absolute’s deep-level embedding differs from other cybersecurity solutions that instead act as a layer rather than root tech. Absolute’s permanently connected cyber resilience solutions allow for dynamic self-healing capabilities and it claims to be the only company offering near real-time remediation for security breaches.
This constant protection is clearly a large draw for large and complex organizations. With data breaches on the rise, near-instant self-correction is an important protective measure. Absolute’s 2023 buyout by Crosspoint Capital Partners will help to consolidate the company as a leader in cyber resilience.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Exceptional benefits, and matching programs for retirement plans
- Training and career development to help you grow, personally and professionally
- Bright, modern offices with ergonomic workspaces, and areas for team collaboration and individual focus
- In-office art gallery, seasonally refreshed with a vibrant selection from British Columbia artists
- Free refreshments, from pastries to popcorn to pizza, and a huge selection of hot and cold beverages
- Onsite fitness classes to burn off calories from the free snacks and keep you mentally sharp
- Monthly social events and an annual retreat to bring the team together and celebrate our wins
- Work/life balance with flexible time off and Absolute-sponsored events for the whole family
Company HQ
Westlake, Seattle, WA
Articles
Leadership
Christy Wyatt
(CEO)Also a Member of the Board of Directors at Ericsson and Silicon Labs. Was on the Board for Quotient Technology Inc. and Dtex Systems.
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