Cybeats – Customer Success Manager – Remote, North America – USA

Job Description

Cybeats is looking for an experienced and detail-oriented Customer Success Manager to join our high-energy, growing team. This role will be responsible for educating, advising and building relationships with assigned customers. With our rapid growth, this position is critical for our future success.  

Cybeats is a growing cybersecurity company, focused on innovation with a passion for protecting companies from cyber attacks. Cybeats builds certainty into any service, device, or enterprise with continuous and comprehensive software supply chain security at every step of the product lifecycle from development through the operation. We are looking for you to join our journey of growth and innovation. If this sounds like the right opportunity for you we would like to get in touch.

To succeed, you must:

• Be driven to deliver
• Have strong attention to detail
• Be curious with a passion for learning
• Be a keen problem solver
• Have professional pride and take ownership of your own work
• Thrive in a team environment

Responsibilities:

• Responsible to lead the end-to-end holistic delivery (pre/post-sale)
• Drive increased value for existing customers
• Increase customer satisfaction and knowledge of Cybeats tools
• Ensure a great onboarding phase for new customers
• Know and understand client and customer needs and wants, now and for the future 
• Function as the point of contact for both potential and current customers
• Own the customer success metrics of your client portfolio
• Manage and reduce client churn
• Facilitate ownership of customer experience excellence through our business
• Prepare, support, and lead  PoCs  
• Onboard and secure new customers
• Your client will see you as a trusted advisor because you understand their business and key business drivers, their dev processes, and you know how to effectively deliver business value
• You will work in partnership with Sales and Dev teams to validate opportunities and plan, test, and implement new proactive conversations in our product
• Acting as the voice of the customer you put yourself in their shoes ensuring that conversations and journeys flow seamlessly and coherently at all stages
• Being accountable for the end-to-end delivery of complete customer journeys as well as delivery of agreed business outcomes

Qualifications:

• 1-3 years of client-facing experience
• A proven track record for customer retention and client growth is a benefit
• Comfort in giving virtual demonstrations and presentations to individuals and large groups
• Interested in learning new technology

Technological Requirements:

• Good understanding of DevSecOps 
• Linux scripting
• Windows power-shell
• Python Scripting
• JIRA
• Debugging network issues
• Familiarity with APIs
• Knowledge of formats JSON, YAML, XML
• Knowledge of CI/CD Jenkins, CircleCI, Azure DevOps
• Knowledge of security basics Vulnerabilities scoring
• Understanding software package managers is a plus

Skills Required:

• Customer-centric mindset
• A sense of passion for the consumer and the product
• Competent at overcoming client issues
• A creative approach to problem-solving

Considered an Asset:

• Strong empathy for customers and passion for revenue and growth
• Analytical and process-oriented mindset
• A demonstrable desire for continuous learning and improvement
• Excellent communication and presentation skills
• Project Management skills

What we offer:

Benefits – Full-time employees receive medical and dental coverage in Canada and US

Professional Growth – let us know where you want to improve and we will support you

Fun Lunch – enjoy a monthly lunch with us and a chance to mingle with others

Flexibility – we offer a hybrid setup, where role description permits, to promote a work-life balance

Rest and Relaxation – at Cybeats we value your well-being and the need to recharge, start with 3 weeks of vacation and unlimited sick days

Family Time – Maternity leave top-up and time off for new parents

Cutting Edge – join us on our journey of cutting-edge technology and exciting new projects

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cybeats is an equal-opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.