Senior Customer Success Manager (Remote)

San Francisco

Full Time Senior-level / Expert
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Kasada stops automated threats and bot attacks from the very first request across web, mobile apps, and APIs. Real-time bot mitigation with no rules to manage.
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We’re continually working towards making Kasada the best place to work, for everyone. We are deeply passionate about not only embracing diversity of thoughts, perspectives and expression, but in building deep relationships, seeking to understand each other, to empower each other to bring our best selves together to collaborate and innovate each day. We value different experiences, we trust each other and we ultimately focus on delivering a positive impact both on each other and the world around us. Even if you are not sure that you quite meet all of the qualifications, please reach out - we’d love to hear from you.
Kasada can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Kasadians can choose to work remotely, return to an office or work hybrid, unless it’s necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually.
Do you enjoy immersing yourself in your customer?
Kasada is not your typical Web Security business and there is nothing typical about this product driven, customer focused role.  We are Australia’s 2019 Cyber Startup of the Year and a 2021 Baby Black Unicorn Finalist. We doubled the size of our business last year, and our ambitions are to grow even faster in 2021 (and we are!). This is a fantastic opportunity to get in at the ground level as we further build out the core of our business.
This isn’t your ordinary Senior Customer Success Manager role, and Kasada is not your typical Cyber Security business. We’re helping humans take control back, and we’re looking for a tech savvy people person who doesn’t just value our very human customers, we’re looking for someone who is truly driven to deliver an extraordinary customer experience; more than engaging with our customers, we are looking for someone who lives and breathes the success of our customers. Our Customer Support & Success Team is an integral part of our global customers' success, and you will have a direct impact on our customers, our team and our products, in everything you do.
If you're a great communicator and collaborator, a future thinker, natural problem solver, and you build open, lasting relationships based on trust, then you may just be the new team member we're looking for. We need someone who seeks to understand our customers' goals, and enables them to succeed; both directly, and by working closely across Kasada with Support, R&D, Security Engineering and Product Teams. Someone who sees opportunities and pro-actively engages in business wide projects, influencing our product evolution to deliver the optimal customer experience.

What you will bring

  • Combining a passion for tech with a driven curiosity to understand customers' business goals, to really immerse yourself in enabling their success; you will be hungry for continual learning, while also bringing your personal expertise to the team, through:
  • Ability to convey complicated ideas simply.
  • Experience working with a global team across varying time zones.
  • Thriving in an autonomous environment and enjoying working independently or in a small remote team.
  • Meticulous attention to detail.
  • Self-starter who knows how to prioritize and problem solve.
  • Passion for testing, measuring and improving outreach and follow up effectiveness.
  • The ability and flexibility to work in a fast-paced startup environment.
  • You are customer-centric and naturally curious.
  • “You’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive and c-level in the enterprise space.
  • Ability to communicate technical requirements and able to understand the importance of them and their business impact.
  • The ability to work with web and mobile applications, including SDK’s.
  • You are data driven, having used Splunk or equivalent to extract data and create reports.

  • Qualifications:
  • 5+ years of experience in security software, Cloud, SaaS, or inter-related industry in a customer facing post-sales role, such as Customer Success, Community Management, or Account Management preferably in an enterprise SaaS business.
  • Previously worked in a technical role such as support, solutions engineer or equivalent.
  • A Bachelor's Degree or higher in Computer Science/Information Technology/Business field, or equivalent demonstrated experience.

What you will do

  • Become an expert on the Kasada platform and cyber security practices.
  • Own customers' overall success with the Kasada platform, promoting best practices and usage of Kasada's products.
  • Establish and run regular status meetings with customers.
  • Provide recommendations to promote the maximum value of customer's investment in Kasada, including best practices, and on-going support to reach full utilization of customer licenses; and collaborating with sales teams to ensure growth attainment and increased footprint.
  • Partner with Sales, Engineering, Support, and Product in a collaborative manner, with the goal of improving the customer experience and operating more efficiently as a company.
  • Establish a regular cadence of meetings, to close the loop with  Support, Engineering and Sales to ensure our customers are always aware of their consumption utilisation and cyber activity, new feature enhancements, and the product roadmap.
  • Generate customer reporting and conduct ongoing business reviews with customers, to review overall health of the relationship and adoption of the Kasada platform.
  • Coordinate with internal support/training teams to deliver additional customer training as required.
  • Maintain a detailed record of customer interactions, projects and progress.

  • Further opportunities to contribute to other projects and initiatives are open to you and your passions.
Our teamWe are ONE Team, and we work as a united force to continually deliver a positive impact to the world and each other, as we grow. We pride ourselves in our curiosity, digging deep while creating a fun, innovative and balanced environment. We are fast moving and fast growing, focusing on the right problems to get the greatest outcomes for our customers and our team. We encourage each other to share experiences and opinions, AND to act on them. We empower you to do great things!
More about KasadaOur mission is to restore trust in the Internet, giving the world’s most innovative organisations the freedom to focus on what they do best. Kasada empowers enterprises to both protect their businesses, and make smart decisions based on real data, real transactions and real growth -- ; pioneering a simpler approach that ensures immediate and long-lasting protection... WE stop the bot attacks others can’t with a global based service that operates at unmatched scale!
Founded in Australia, Kasada has expanded in Sydney, Melbourne, New York, San Francisco and London; and we are looking for people who are passionate about creating a secure and safe internet for businesses and people, everywhere AND having a damned good time while we do it!
More about our benefitsRegardless of location, or whether you work in the office, from home, or a combination of the two, Kasada is a highly collaborative team, and we are always looking for more ways to have fun! We support you with some great perks, such as: ample time off to relax and recharge, flexible working options, health & wellbeing benefits, flexible learning opportunities, Hackathon days, killer swag, and we continue expanding our benefits portfolio!
Job region(s): North America
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