Manager of Customer Success, Synack
$200-220k
Travel up to 30%
Security testing platform
Open for applications
Security testing platform
201-500 employees
Open for applications
$200-220k
Travel up to 30%
201-500 employees
Company mission
To create technology that unleashes the best cybersecurity talent to secure our digital world.
Role
Who you are
- At least 2 years of experience managing Customer Success Managers in Application Security and/or Cybersecurity, with a proven track record of driving outcomes and improving Gross Dollar Retention (GDR)
- At least 5-7 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry
- At least 2-3 years of Renewal and Forecasting experience
- Strong customer-first mindset with a history of proactively identifying risks, optimizing customer engagement, and improving the customer journey
- Excellent communication, negotiation, and people skills for collaboration with tactical client members and management teams
- Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
- Broad cyber security experience, and a curiosity to deeply understand the industry and our products
- Strong consultative and negotiation skills with the ability to advise, influence, and earn trust from both customers and internal stakeholders
What the job involves
- As the Manager of Customer Success, North America, you will drive the North American CSM team to perform new business growth, customer success, retention and advocacy
- Lead a team of Customer Success Managers (CSM’s) working with our clients to ensure that they are successful on the Synack SaaS Platform
- Support the building of tools and processes needed to support Synack goals and your team's engagement with customers; Empower your team to be the representatives of the customer’s voice
- Conduct regular account review and one-on-one meetings with CSMs to identify risks and align on proactive strategies to improve customer health scores, drive growth, and reduce churn
- Proactively monitor team and individual KPIs to ensure successful renewals; Manage ongoing customer needs to improve customer retention and loyalty
- Engage with customer executives and other influential stakeholders to identity, define, track and measure the impact of Synack SaaS to our customers
- Be an escalation point for your team and customers, ensuring timely followup and resolution on customer issues
- Act as the primary point of contact for North American region, ensuring alignment, communication, and advocacy within the global Customer Success organization
- Oversee the creation of best practice templates, scripts, playbooks etc. of the team
- Own regional renewal and forecast management, driving complete oversight of renewals and growth opportunities across the North America customer base
- Recruit, develop and evaluate team talent; Promote Synack Values within your team and the larger organization; Create a collaborative environment within your region
- Proactively seek out growth opportunities, and training for your CSM team
- Support the Sales organization in engaging prospective customers into Synack; Work with Marketing organization to conduct successful industry events
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
- 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.
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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