Senior Customer Success Manager

About the role

The SecurityScorecard Customer Success team is empowered by the company to help guide customers to get the most out of our platform. We define our Customer Success strategies, priorities, and go-to-market techniques. We lead with a customer-centric mindset, use a collaborative team approach, and represent the voice of the customer every day. Our team not only manages relationships and ensures customer satisfaction - we also understand our customers' strategic goals and challenges, helping them operationalize our platform to maximize business value. The Senior Customer Success Manager will play a key role in helping our customers transform the way they manage cybersecurity risk. In this role, you'll own and manage a portfolio of customer relationships across industries, ensuring satisfaction and long-term value through strategic engagement. You'll apply your understanding of cybersecurity practices, third-party risk, our platform, and proactive customer success methodologies to deepen relationships, expand usage, and grow revenue.

Responsibilities

• Drive the organization's strategy and tactical execution, aligning customer conversations to their cybersecurity and risk management objectives.
• Act as a trusted advisor and subject matter expert in the SecurityScorecard platform and cybersecurity risk domains.
• Drive retention and expansion within your account portfolio, including accurate forecasting and close collaboration with internal sales teams.
• Identify opportunities to increase customer value through platform adoption, new use cases, and expanded engagement.
• Collaborate with CS and Sales leadership to improve the customer journey and refine tools, templates, and best practices.
• Share insights and solutions with peers to tackle new customer challenges and drive collective team success.
• Represent the voice of the customer in product feedback and service delivery discussions.
• Build and nurture relationships across the entire client organization, from daily users to C-suite, in 1:1 and group settings, facilitating executive-level connections to foster account growth.
• Required Qualifications:
• Bachelor's degree
• 7+ years in account management, customer success, technical account management, or a similar customer-facing role
• Strong written and verbal communication skills combined with meticulous organizational skill
• Solid understanding of cybersecurity or third-party risk management practices, cyber insurance experience preferred, coupled with strong technical aptitude and the ability to quickly grasp platform capabilities from the customer's perspective to drive business impact.

Requirements

• Proven success developing and expanding relationships with customer stakeholders, including executives
• Experience leading strategic account planning, QBRs, upsell/cross-sell initiatives and renewals.
• Ability to proactively identify customer needs and drive outcomes aligned with their business goals
• Demonstrated ability to grow annual recurring revenue (ARR) through consultative account management

Benefits

Additional Information

About SecurityScorecard: SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard's patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace," by Crain's NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company's annual list of the World's Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing "forward-thinking employers for their unwavering commitment to employee engagement." SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody's, Sequoia Capital, GV and Riverwood Capital.

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