Customer Success Manager

Summary

Black Kite provides third-party cyber risk intelligence to help organizations manage vendor ecosystem risk. The Customer Success Manager manages customer accounts, builds relationships with stakeholders, supports onboarding and training, drives product adoption and expansion, and coordinates issue resolution while monitoring customer health and usage.

Responsibilities

• Build strong relationships with economic buyers, business champions, and technical champions
• Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty
• Onboard new customers
• Provide follow-up training to existing and new customers
• Use and leverage CRM tools (e.g., Salesforce)
• Use and leverage Customer Success tools (e.g., Gainsight, Vitally)
• Identify and qualify expansion opportunities resulting in elevated relationships
• Work with internal teams to resolve any technical issues and improve the product to meet customer demands
• Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics
• Analyze platform usage data and help devise strategies leveraging our software to increase platform engagement
• Remain current on relevant industry and internal company products, pricing, markets, and developments

Skills

• 3-5 years of relevant experience
• Experience in SaaS platforms, preferably technical platforms
• Demonstrated success in achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations
• Experience in CRM/CS tools
• Strong communication and presentation skills
• Excellent written and oral communication skills
• Understanding of the Cyber Security space
• Good technical aptitude
• Proficient with MS Office
• Must be detail-oriented, able to task-switch, meet deadlines and operate with minimal supervision
• A complete understanding of the Cyber Security and Third-Party Risk industries is a plus

Qualifications

Must Haves

• 3-5 years of relevant experience
• Experience in SaaS platforms, preferably technical platforms
• Demonstrated success in achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations
• Experience in CRM/CS tools
• Strong communication and presentation skills
• Excellent written and oral communication skills
• Understanding of the Cyber Security space
• Good technical aptitude
• Proficient with MS Office
• Must be detail-oriented, able to task-switch, meet deadlines and operate with minimal supervision

Nice to Haves

• A complete understanding of the Cyber Security and Third-Party Risk industries is a plus

Benefits

• Performance-based bonuses
• Equity
• Flexible healthcare options
• Paid time off
• Retirement savings programs
• Remote work arrangement in Boston, MA