Senior Customer Success Manager - West Coast

Accountabilities

You will take ownership of post-sales customer relationships, driving customer satisfaction, product adoption, retention, and long-term business value. Your main responsibilities will include:

Serve as the primary business owner of assigned enterprise customer relationships following the sales process.

Build and maintain trusted, long-term relationships with senior stakeholders by understanding their business objectives and aligning them with available solutions.

Lead the overall success of major enterprise accounts, ensuring customers achieve their desired outcomes and maximize the value of the platform.

Act as a strategic advisor, translating complex customer challenges into actionable success plans and coordinating internal teams to deliver measurable results.

Drive product adoption and value realization by maintaining in-depth product knowledge and advising customers on best practices, features, and new capabilities.

Monitor customer health, proactively identify potential risks and growth opportunities, and implement appropriate mitigation and success strategies.

Manage critical customer escalations by coordinating cross-functional teams and ensuring timely resolution while maintaining customer confidence.

Lead structured business reviews to demonstrate delivered value, quantify results, align stakeholders, and strengthen renewal opportunities.

Identify and develop account expansion opportunities in close partnership with Sales.

Collaborate with Product, Marketing, Support, and Sales teams to ensure a seamless and consistent customer experience.

Represent the voice of the customer internally, providing insights that influence product development and operational improvements.

Drive revenue retention across assigned enterprise accounts through proactive engagement, strong relationships, and measurable value delivery.

Generate customer advocacy through successful adoption, demonstrable ROI, case studies, references, and expansion opportunities.

Requirements:

The ideal candidate is a strategic and customer-oriented professional with strong business acumen, excellent communication skills, and experience managing complex enterprise relationships. You should be comfortable navigating fast-paced environments, influencing senior stakeholders, and coordinating multiple teams to achieve measurable outcomes.

5+ years of experience in a Customer Success Management role.

Experience in cybersecurity and/or SaaS environments is a strong advantage.

Strong business acumen and the ability to connect customer objectives with measurable business outcomes and product value.

Excellent strategic problem-solving skills, with the ability to simplify complex challenges into clear action plans and drive execution.

Proven ability to engage, influence, and communicate effectively with senior stakeholders using data, insights, and business-focused recommendations.

Strong executive presence and the ability to establish credibility and trust quickly within complex enterprise environments.

Demonstrated cross-functional leadership skills, including the ability to drive alignment and accountability across internal teams and customer organizations.

Excellent organizational and prioritization skills, with the ability to manage multiple accounts and competing demands in a rapidly evolving environment.

Data-driven mindset, with the ability to identify trends, assess customer health, recognize opportunities, and translate insights into action.

Collaborative and resourceful approach, with the ability to build and improve processes within a scaling organization.

Strong customer advocacy mindset and passion for delivering exceptional experiences and developing long-term, value-based partnerships.

Ability to work remotely within the United States.

Benefits:

Fully remote position within the United States, offering flexibility to work from anywhere in the country.

$500 home office stipend to help create a comfortable and productive workspace.

Medical, dental, and vision insurance options.

27 days of paid time off.

12 additional national holidays.

Paid parental leave for new parents following the birth or adoption of a child, according to local policies.

Special gifts and care packages to celebrate growing families.

401(k) retirement plan eligibility with employer matching.

Investment in professional development, continuous learning, and career growth.

Regular virtual and in-person team-building activities, workshops, and events.

Annual company offsite, winter celebrations, and lunch-and-learn sessions.

Opportunity to work with advanced AI-driven cybersecurity technologies and major international enterprise customers.