SMB Customer Success Manager

About Virtru:

Virtru is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global. Today, more than ever, data demands respect, and that’s why Virtru is committed to changing the rules for data privacy. At Virtru, we equip our customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms. Our market-leading portfolio of data encryption and privacy enhancing applications are remarkably easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.

At Virtru, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at all times across its entire lifecycle. We firmly believe that when you respect data, you’re demonstrating respect for the people who own that data.

Working at Virtru, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We're building something special at Virtru. We hope you consider joining our team and helping us create a brighter future for data privacy.

Compensation: $50,000 - $75,000/year

About the Role

Virtru is looking for a Customer Success Manager to own our large book of SMB customers. This new role will be responsible for managing a large pool of small accounts (thousands of accounts). To do this successfully, you will need to be a great CSM, but also have proven experience driving operational improvements and running 1-to-many campaigns to augment your 1to1 efforts. 

This role is 70% customer success, 20% marketing, and 10% operations. 

Responsibilities include:

• Own our downmarket onboarding process. This will include training new customers on Virtru’s products in 1to1 trainings and group webinars. 
• Manage and run renewals for strategically important customers. 
• Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews. 
• Conceive, create and execute 1toMany campaigns designed to tee up 1to1 conversations that increase engagement, drive usage, and minimize risk. 
• Build processes and experiences that drive efficiency and prevent the need for a human touch. This will include owning our down market …