Scaled Customer Success Manager, Material Security
$140-180k
Email & cloud office security
Job no longer available
Email & cloud office security
21-100 employees
Job no longer available
$140-180k
21-100 employees
Company mission
Their goal is resilience, and they build security that works (and works simply).
Role
Who you are
- Track Record: 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company
- Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies, as well as cybersecurity or identity management experience, are all a big plus
- Technical Acumen: Technical skills and knowledge / industry experience relevant to use cases/environments (sold, implemented and or managed security products, domain expertise in security, cloud email, IT, Google/Office 365, SSO, etc.). A data-driven mindset is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities
- A data-driven mindset is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities
- Project Management: Ability to multitask and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills
- Customer Empathy: Have sincere empathy for the customer and a commitment to delving deep into the challenges they present or experience; our Customer Engineers have a natural tendency to take on new and unique customer asks/requirements
- Attitude & Ambition: The best candidates are smart, hard-working, competitive, and not afraid to fail. They are team first but willing to take the lead with minimal guidance and supervision
- Cross-functional and Collaborative: Ability to contribute directly to the following teams: Sales, Product, Marketing, and Engineering
- Versatile: Should be able to learn new tools & technologies quickly, and be able to communicate the product and problem space fairly deeply
What the job involves
- We are looking for a Scaled Customer Success Manager to build lasting relationships with our SMB and mid-market customers.
- In this role, you will serve as the primary point of contact for our customers with <2500 seats, delivering exceptional service that reinforces our reputation for outstanding customer experience
- You will also partner strategically with Sales, Solution Engineers, and Product Support teams to ensure seamless customer journeys while collaborating cross our Marketing and EPD teams to drive production adoption and retention at scale
- We’re excited for you to transform customers into enthusiastic advocates who succeed without requiring continuous high-touch support
- Our hope is that you’ll help shape the future direction of our rapidly growing Customer Engineering team too!
- Fully own scaled customers & their lifecycle touchpoints, including process improvements and providing escalated support when necessary
- Co-own the self-serve onboarding process in partnership with Product and Knowledge Management
- Provide guidance and assistance on any new documentation needed to maximize scaled success
- Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through renewal and beyond
- Drive proactive async customer touchpoints, including new feature and roadmap updates, and find opportunities for expanding which Material products are used
- Act as advocate for scaled customers within Material
Our take
Email hacks are a real and immediate threat for businesses. Material Security is setting out to solve this problem by protecting companies and their employees.
Material Security was founded following the 2016 election hacking scandal, tapping into widespread demand for more resilient email protection. The company is led by a team of experienced ex-Google and Dropbox managers, which has shaped its tech considerably. The company is now valued at over $1 billion, an impressive testament to the quality of its solutions.
Material Security's main challenge will be competing with rival security providers. However, given its unicorn status, the company is likely to scale even further in the coming years and is well poised to open up a significant market lead.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
May 2022
$100m
SERIES C
May 2021
$40m
SERIES B
Total funding: $162m
Company benefits
- Remote work flexibility
- Equity
- 100% coverage of Health, Dental, & Vision premiums for employees + dependents
- 401k plan
- Parental leave & fertility support
- Unlimited vacation policy
- Reimbursement for your dream home office
- Reimbursement for cell phone & internet
- Quarterly company offsites
- Secret & "totally a surprise" birthday treat
- Monday morning weekend updates
Company HQ
Centennial, Redwood City, CA
Leadership
Ryan Noon
(Chairman)Worked as an Engineering Lead at Ayasdi, and founded Parastructure, which was acquired by Dropbox. Went onto serve as an Engineering Manager at Dropbox.
Abhishek Agrawal
(CEO)Previously worked as a Software Development Engineer at Microsoft Office Labs, and was a Senior Product Manager at Dropbox.
Christopher Park
(VP Engineering)Worked as a Senior Software Developer at Camstar Systems, and was a Software Engineer at Google and Parastructure. Joined Dropbox as an Engineering Manager.
Salary benchmarks
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