Customer Success Manager
Posted on 9/11/2023
Remote in USA
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • Develop deep technical expertise in ProcessUnity's solutions
  • Create and execute comprehensive account management strategies across your assigned book of business
  • Partner with an Onboarding Specialist to deliver seamless onboarding experiences
  • Orient new users to the platform and provide hands-on training
  • Help customers navigate technical implementations such as SSO and API integrations
  • Advise customers on how to mature their third-party risk management programs based on product and industry best practices, portfolio performance, competitive benchmarking, market trends, and regulatory requirements
  • Empower users to adopt platform products in an effective manner that addresses their core business objectives and pain points
  • Ensure customers hit their defined success metrics and realize value within expected timeframes
  • Identify new use cases, create product stickiness, and grow platform utilization to create a path for continuous expansion and satisfaction
  • Analyze customer health and platform data and proactively engage customers throughout the customer lifecycle to fulfill needs
  • Conduct frequent business reviews and deliver insights to executive audiences
  • Work with cross-functional stakeholders in Sales, Services, Product, Marketing, and Operations to address customer feedback, promote advocacy, and enable renewals, expansions, and references
  • Provide input on new product releases, assist in beta testing, and lead market deployment and education
  • Contribute to content creation and business process improvement initiatives like playbook development
Desired Qualifications
  • Bachelor's degree
  • Professional experience in client-facing roles, such as consulting, strategic account management, or Customer Success, with a preference for Big 4 consulting
  • Background in Cybersecurity, Third-Party Risk Management, and/or GRC
  • Knowledge of the SaaS industry and software configuration
  • Experience managing enterprise customers and relationships with executive stakeholders
  • Excellent verbal and written communication skills
  • Analytical capabilities and comfort with manipulating large data sets
  • Strong organizational skills and attention to detail
  • Exceptional ability to foster positive business relationships
  • Growth mindset and willingness to learn
  • Proficiency with Salesforce, Microsoft Office, and Customer Success tools
  • Cybersecurity certifications, such as CISSP, CISA, or CISM, are a plus