Customer Success Manager

Threat Modeler is the industry leader in automated threat modeling and secure software design, working with clients that include four of the top 10 Globally Systemically Important Banks (G-SIBs). Every sector of the global economy is being transformed by software, yet vulnerabilities are too often exposed by increasingly sophisticated cyber-attacks. By identifying security flaws in software architecture at the design phase, threat modeling makes it possible to fix issues before code is written.
Threat Modeler platform automates the threat modeling process, enabling developers to design and build secure software. At scale.

Purpose of the Role
Threat Modeler is a fast-growing cybersecurity startup searching for a pioneering Digital Customer Success Manager (CSM) to establish and lead our new Digital Customer Success program. In this newly created role, you will be responsible for managing a large customer base primarily through automation and electronic communication. This is a significant opportunity to establish a new way of doing business at Threat Modeler, leveraging data-driven strategies to ensure the success and growth of our digital segment.

You will build the foundation for scalable customer success, collaborating with cross-functional teams to deliver excellent digital experiences. Our ideal candidate is an innovator passionate about automation, analytical problem-solving, and building efficient, tech-touch processes that drive customer retention and expansion at scale.

Duties & Responsibilities
Establish and lead the Digital Customer Success program.
Develop, implement, and maintain automations and electronic communication workflows, specifically leveraging tools like Churn Zero for customer lifecycle management.
Proactively monitor a large volume customer base through data-driven insights and automation to identify account health trends.
Identify high-volume churn risks and expansion opportunities within the digital segment.
Develop and document scalable processes and playbooks to efficiently address identified churn and expansion scenarios.
Analyze digital segment metrics (health, utilization, churn, renewal rates) to drive program improvement and organizational growth.
Collaborate cross-functionally (Sales, Product, Onboarding, Support) to ensure a consistently excellent customer experience within the digital segment.
Task Management:  Oversee the completion of digital program tasks, ensuring alignment with automated workflows and supporting data-driven decision-making for the digital segment.
Team Player:  Collaborate cross-functionally to ensure the organization has clarity on digital customer outcomes and shared learnings from automation initiatives.
Go-Getter:  Proactively take ownership of your responsibilities, demonstrating a strong sense of initiative and accountability. Your ability to make informed, independent decisions without the need for constant oversight from leadership will be essential to your success.

Essential Skills
Strong experience with customer success automation tools (e.g., Churn Zero, Gainsight, or Gong).
Proven track record of managing a large customer base using digital, tech-touch, or low-touch methods.
Ability to develop and implement scalable processes and automated communication workflows.
Grit and growth mindset, an ability to thrive in ambiguity.
High computer literacy and ability to learn new software.
Knowledge of customer success processes and practices, also knowing how to adapt processes to suit the needs of enterprise customers.
Strong problem-solving and project management skills, with the ability to juggle multiple priorities and deliver results.
Proven track record in customer retention and account growth.
Ability to thrive in a fast-paced, dynamic environment and drive change within an organization.
Strong professional presence that instills confidence in the customer and a proven track record of leading customers.

Desired Experience

Experience : 3+ years experience specifically in digital customer success or tech-touch account management roles.
Experience :
Advanced proficiency in configuring and optimizing customer success platforms for automation.
Experience :
Background in data analysis and using CRM data to trigger automated customer interventions.
Communication Skills :
Exceptional verbal, written, and presentation skills, with the ability to communicate effectively with executive-level stakeholders and influence internal teams.
Problem-Solving & Decision-Making :
Strong analytical and problem-solving skills, with the ability to make informed, strategic decisions in high-pressure situations.
Technical Aptitude :
Comfortable working with technology, data, and CRM platforms (e.g., Salesforce, Hub Spot) and customer success tools (e.g., Churn Zero).

Person Requirements
Patient and active listener.
Passion for helping customers.
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Highly organized and able to multitask.

What We Offer:

Competitive salary…