Enterprise Customer Success Manager

StrongDM is driven by a clear mission: Secure Access, Zero Trust.
We design products and solutions that reflect this commitment, transforming the way organizations manage privileged access across their critical infrastructure. By leading with Zero Trust Privileged Access Management (PAM), we help our customers achieve secure, dynamic, and fine-grained control over access to their most sensitive resources. This focus on security has earned us an industry-leading 98% customer retention rate.
Once a customer, forever a fan. That's our goal.
When you work at StrongDM, you join a team committed to solving today’s security challenges with technology that works and customers who trust us to protect their most critical assets.
If you ask anyone at StrongDM, you’ll find that our values truly guide everything we do—from how we innovate to how we treat each other. These values are the foundation of our culture and define who we are as a company. It may sound cliché, but we’re onto something great—and G2 agrees. 
We embrace the missionWe pursue masteryWe win together
These are the principles we embody as an organization. They influence how we work as individuals and teams, and what we look for in candidates who join us. We’re glad you’re here! If this sounds like an environment where you’d thrive, read on. 
As an Enterprise Customer Success Manager at Strong DM, you will ensure our largest customers are set up for success from the start. Being a strategic CSM in the US, You will act as the CEO of the current enterprise book of business, collaborating with sales, Sales Engineering, Support, and Product teams to maximize the value they get from strongDM. To achieve that, you must deeply understand the problems customers seek to solve, build consensus across teams, establish a project plan to roll out, manage expectations, and deliver on our product’s promise. You will own the customer relationship and the long-term health of the account.

What you'll do:

• Act as an advisor and consultant to our customers
• Lead kickoff calls to determine customer requirements, and goals, and define a deployment project plan to complete the rollout
• Work directly with your technical counterpart to map customers’ objectives to concrete steps in the rollout plan, and then ensure those steps are completed
• Collaborate incredibly closely with Support and Engineering to resolve customer-specific challenges, answer questions, resolve issues, and proactively identify/anticipate/avoid issues, whenever possible
• Drive product adoption across the entire organization by learning customers’ goals and suggesting ways to help achieve them through process, product, and roadmap requests
• Analyze customers’ environment on a regular basis and provide recommendations to maximize the value of StrongDM
• Be the voice of the customer to help improve their experience across Product, Support, and Engineering
• Serve Fortune 500 and larger global enterprise accounts
• Own the end-to-end success of your customers, responsible for onboarding, adoption, revenue retention, growth, and renewal
• You will take ownership of the renewal for your assigned accounts

Requirements:

• 8+ years in an Account Management or Customer Success role for a product/service that is sold to cybersecurity technical teams
• Consulting background is highly preferred
• Preferred Tech savvy with knowledge of cloud and PAM space
• Strong grounding in project management, including onboarding, implementation, and rollout
• Sophisticated business sense capable of differentiating symptoms from the underlying cause and collaborating with technical teams to develop a solution
• Demonstrated track record of persuading technical audiences to take action based on requirements and value provided by solutions
• Demonstrated track record of managing challenging customers or situations leading to successful outcomes
• Ability to manage large, complex projects while remaining calm under pressure and patient in times of strife
• Be humble, unafraid to ask for help, and never assume
• Build Adoption & value framework for overall success with the customer

Compensation

• $170,000-190,000 + bonus + equity salary packages
• Company-sponsored benefits, including:
• Medical, dental, and vision insurance (free to employees and dependents)
• 401K, HSA, FSA, short/long-term disability coverage, life insurance
• 6 weeks of combined accrued vacation + sick time 
• Volunteer days + standard holidays
• 24 weeks paid parental leave for everyone + 1 month transition time back + childcare stipend for first year
• Generous monthly and annual stipend for internet + home office

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