CyCognito – Customer Success Manager, Singapore

Job Description

The Customer Success Manager is a growth-focused and results-driven role to engage, retain and enable Cycognito’s customers. This person is the primary advocate for Cycognito’s customers, guiding them along a path to the successful adoption of CyCognito solutions. The CSM will be a trusted advisor to bring the best ideas, innovations, and capabilities to customers, and match these to the customers’ business goals and objectives, driving greater value and alignment between Cycognito and the customer. The ultimate goal is to secure a customer renewal.

Responsibilities:

· Manage a portfolio of customers, from midsize to large enterprises, totaling up to $7 Million in ARR

· Establish a partnering relationship across the customer’s organization, from Executive Sponsors to security practitioners to IT staff

· Facilitate adoption of our cybersecurity solution through implementation of best practices

· Be aware of changes within the customer organization to proactively address any challenges that might impact the use of our solution.

· Document customer use cases and develop success plans that will help customers increase the value of their investment.

· Act as a liaison between the customer and our support, product management, and engineering teams, including presenting the CyCognito innovation roadmap and how that roadmap will benefit the customer.

· Engage customers in marketing activities such as case studies, reference calls, and participation in CyCognito customer events.

· Manage renewals from start to finish, including price discussions and working with our legal team to ensure contractual compliance.

· Identify upsell opportunities and collaborate with the Sales team on upsell activities

· Achieve/Exceed renewal targets, churn targets, and CSAT/NPS targets

Qualifications:

· At least 4 years of experience in a CSM or account management role, supporting a cloud-based software solution

· Experience managing large enterprise accounts

· Experience using CRM and Customer Success solutions (e.g., Salesforce, Jira, Gainsight, Pendo, etc.)

· Experience with pricing principles and sales practices in SaaS environments

· Skilled at using tools to summarize customer interactions and build renewal quotes

· Familiarity with cybersecurity software applications is a plus

· Strong ability to create success plans that are tailored to a customer’s unique goals and situation

· Skilled at building positive relationships with customers, especially at the Executive level

· Eager to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, and Product Management)

· Excellent verbal and written communication skills, including the ability to chair meetings and host webinars.

· Travel up to 25% to visit customers under normal circumstances