Customer Success Manager (Unit 42) - Remote

Your CareerAs a member of the Unit 42 team, you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fast-paced, high-growth environment.We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change …. but in general if a role is deemed office-based we want our teams to be together four days per week.Your ImpactEnsure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customersProvide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding processDrive adoption- ensure customer applies the offering hours in a timely mannerEnsure customer is measurably satisfied with the service they are receivingInforming customers of refresh needs and options Proactively identify up-sell and renewal opportunities and grow revenueFacilitate portfolio renewalsDevelop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business valueBe the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over timeEnsure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customerDevelop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needsServe as a customer advocate in influencing service and product roadmap and improvementsPartner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer EngagementCapture and nurture CISO and execute relationships to influence the recurring strategic spend