Customer Success Manager – Secureworks – (US Remote)

We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance.

We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.

• Building and nurturing long-term relationships with customers to solidify our commitment and partnership to their success.
• Ensure that customers derive maximum value from their investments in Secureworks by driving customer adoption, usage, and satisfaction to help achieve renewals, product expansion, and new growth.
• Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.
• Provide continuous customer education on the Secureworks product portfolio including new products, features, and enhancements.
• Generate regular/on-going proactive Security Protection Reviews (SPRs) focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.
• Monitor the customer’s progress towards achieving their KPI’s.
• Create and activate a plan with customers that results in BOTH business value outcomes and team behavior if the customers are not achieving key objectives/goals.
• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

• Minimum of 4+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Minimum of 1 years of experience working in a SaaS environment
• Minimum of 2 years of experience in network security or related discipline
• Minimum of 3 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with C suite management and technical personnel
• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.

• Showcase a bias for action and demonstrate a passion for technology
• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations
• Ability to reconcile different points of view in meetings and summarize results concisely
• Familiarity with a CSM tool like Hubspot/Totango/Gainsight a plus.
• Extensive expertise in maintaining customer loyalty
• Engaging in procurement dialogues and tackling objections effectively