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Customer Success Manager
Posted on 9/15/2022
United States
Experience Level
Desired Skills
Development Operations (DevOps)
  • Minimum 5 years work experience in technical account management, product and adoption focused customer success, within the security and/or cloud computing domains
  • Hands on experience with software solutions in the application, cloud and security domains
  • Exceptional written and verbal communication skills
  • Demonstrable results working as a trusted advisor to drive business value for customers
  • Strong project management skills, ability to multi-task and work in a dynamic environment
  • Handling customer escalations, managing customer expectations, and driving successful resolutions
  • Experience with contract development, negotiation and execution
  • Develop a deep understanding of the Lacework platform, cloud environments, security best practices and the DevOps world in which our customers operate
  • Drive new customers onboarding (kickoff, technical implementation, product overview, …)
  • Develop a comprehensive understanding of the business challenges facing your customers and how Lacework solves those challenges
  • Run 1:1 success sync with larger customers on a bi-weekly or monthly basis to share best practices & to present new features relevant to the customer use cases
  • Run 1:many webinars on a monthly basis to share with smaller customers the best practices & to present them the new features
  • Detect upsell opportunities in the accounts & work with RSM/SE to close it
  • Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to reduce risk
  • Prepare renewals & work with RMS/SE to close it
  • Work with experts within Customer Success, Technical Support, Product Management and Engineering to solve customer issues
  • Collect feature requests with customers and feed that back to the Product Management team
  • Monitor and drive key performance metrics such as Adoption, Value Realization, Consumption, Customer Engagement & Satisfaction, Renewal and Expansion rates

501-1,000 employees

Security platform for the cloud
Company Overview
Lacework's mission is to become the security platform for the cloud. The company focuses on building modern, robust security infrastructure at scale.
  • Competitive medical, dental, and vision plans
  • Employer contribution to health savings account (HSA)
  • Flexible vacation time
  • Parental leave for birthing and non-birthing parents
  • 401(k) for eligible employees & competitive global retirement plans
  • Life insurance for eligible employees
  • Flexible health and mental wellness stipend
  • Home internet & cell phone stipend
  • Commuter benefits
Company Core Values
  • Put the Customer First
  • Take Pride in Leaving a Legacy
  • Be Open
  • Be Bold, Fail Fast, and Learn
  • Get $hit Done
  • Win As A Team