Customer Success Manager - SMB

Boston or Remote

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Cobalt
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Posted 1 week ago

Who We Are

Cobalt (cobalt.io) is a fast growing cybersecurity start-up headquartered in San Francisco. Cobalt is providing a Pentest as a Service platform which leverages the sharing economy to find global security talent to help secure companies and their users. We have Scandinavian roots, an American base and a global outlook. Our offices in San Francisco, Berlin, and remote roles are characterized by a fun, fast-paced and collaborative culture based on individual responsibility and ownership.

Description

We are looking for a passionate, driven Customer Success Manager to join our team to help create a world-class customer success organization. Reporting to the Manager of Customer Success, you will be responsible for working with our SMB Team to drive value with every customer interaction; leading our customers and Cobalt to success. 

What You Would Do

  • Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
  • Develop, prepare, and nurture customers for advocacy
  • Build successful security testing programs for our customers
  • Monitor day-to-day service execution and customer satisfaction
  • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Manage the annual renewal process for customers to assure uninterrupted product use. 
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally
  • Program manage account escalations
  • Interface with internal and external C-level executives

You Must Have

  • 1+ years of relevant experience
  • A consulting mindset
  • Some experience working with Salesforce
  • Multi-tasking skills and the flexibility to adjust to changing priorities on-the-fly
  • Strong written and verbal communication
  • Prior experience working in a very detail-oriented and analytical environment 
  • Prior experience closing sales deals and speaking with C-level executives
  • Drive, no one needs to push you to excel; it’s just who you are
  • Eagerness to learn, adapt, and perfect your work; you seek out help and put it to good use
  • A  strong desire to help and serve our customers: They win, so you win

Nice to Have

  • Data Analytics, Operations or similar background
  • Experience using a customer success tool such as Strikedeck
  • Cybersecurity industry experience

Why You Should Join Us

  • Opportunity to join and grow in a passionate, rapidly expanding industry
  • Competitive compensation & attractive equity plan
  • Flexible paid time-off, flexible work from home & travel policies
  • Regularly planned team outings and company events
  • Paid lunch 3x/week
  • Pet-friendly offices
  • 401(k) program to help you save for the future (US only)
  • Medical, dental, and life insurance benefits (US only)
Job tags: Customer success Cybersecurity Excel Salesforce Security