Customer Success Manager

Posted on 9/11/2023

Website

Locations

Remote in USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Management

Marketing

Sales

Salesforce

Communications

CategoriesNew

Sales & Account Management

Customer Success & Support

Responsibilities

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

ProcessUnity is looking for a dynamic, technically apt individual to join our Customer Success team.

As a Customer Success Manager, you will provide strategic oversight, guidance, and proactive support to enterprise-level customers building their Third-Party Risk Management (TPRM) programs. You will work with both C-level leadership and those that comprise security teams. The ideal candidate will have strong communication skills, creative problem-solving abilities, and Cyber Risk Management experience.

In this position, you will drive retention and growth by ensuring our customers effectively adopt our software solutions and achieve their expected business outcomes. Confident, highly self-motivated professionals capable of coordinating multiple projects and priorities in a fast-paced environment will succeed in this role.

What You’ll Do:

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 Experience & Skills:

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

Salary range: $100,000 - $140,000 OTE

ProcessUnity is committed to providing an inclusive and equitable workplace where people of all backgrounds, identities, and life experiences can thrive. ProcessUnity is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

Learn more about us at www.processunity.com.