Description
About Cycode’s Customer Success Managers (CSMs):
We are responsible for ensuring that Cycode’s customers achieve their business objectives through the use of our product(s). We guide our customers on their way to successfully achieving visibility, defining prioritization, and remediating security issues using the Cycode Complete ASPM platform; this leads to results such as an improved security posture, faster time to market of secure applications, demonstrated compliance with industry and government regulations, increased application availability, and an enhanced standing in the market compared to their competitors. CSMs do this by partnering with Cycode’s Customer Success Engineers, Product Leaders, and Worldwide Technical Support, along with the Customer executive stakeholders, implementation teams, and Application Security teams to deliver advanced capabilities that align with the Customer’s business goals.
We are looking for a CSM with a proven track record to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customer’s pain points and help them achieve the business outcomes based on your experience and Cycode’s capabilities. To be successful in this role, you must have experience in software development and/or application security. You must be able to articulate technology in both technical and non-technical terms; that is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.
Key Responsibilities
- Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
- Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
- Understanding the customer’s pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
- Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
- Align with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
- Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
- Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
- Proactively promote and educate customers on new features and capabilities added to the Cycode platform
- Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle
- Create advocacy and evangelism opportunities for customers
Requirements
- 8+ years of customer success or technical account management experience with enterprise software
- 8+ years of in the software development and/or application security industry
- Expertise in project management with experience managing Fortune 500 customers and/or complex projects that have achieved high customer satisfaction
- Experience managing at least $3M in ARR and/or 15 enterprise customers
- Strong technical acumen and high integrity, with experience in application security and/or DevSecOps/DevOps
- Excellent interpersonal and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs
- Strong problem-solving skills, with the ability to identify and address customer needs
- Team player ready to help others
- Self-starter with intellectual curiosity
- Familiarity with SCM tools like GitHub, GitLab, Bitbucket
- Familiarity with modern scripting and programming languages - advantage
- Experience working with Planhat as CSM CRM - advantage
- Working proficiency with Kubernetes - advantage
