Customer Success Account Manager

Role Description

The Customer Success Account Manager role is an entry level position that will provide hands‑on support to our growing client base. We are looking for individuals who are passionate about managing customer relationships. This role will maintain a portfolio of accounts and is responsible for shepherding customers through the onboarding journey, providing support as they prepare for their CMMC Level 2 assessment, responding to requests for support, guiding users through product usage and building customer loyalty through timely and helpful communication.

We are a high‑growth secure VDI (Virtual Desktop Infrastructure) provider built on the Kasm Work spaces platform. Our primary mission is to provide secure, cost‑effective VDI solutions for organizations seeking CMMC (Cybersecurity Maturity Model Certification) compliance.

Our solution is a fraction of the cost of traditional Microsoft‑based VDI solutions and we are scaling exponentially. As a result, we are increasing our customer success team so that we continue to meet our expanding client support needs.

• Customer Onboarding & Training Welcome new organizations and provide 1:1 support during the Onboarding process. Responsible for creating organizational environments, and ensuring that new clients successfully complete onboarding requirements.
• Support: Assist assigned clients in the preparation and planning of their CMMC level 2 assessments. This will include supporting the defense of our product(s) during Client CMMC Level 2 assessments.
• Customer Advocacy: Actively provide intelligence to team leadership regarding evolving customer needs with a focus on continuous improvement of the customer experience.
• Problem Solving: Address customer concerns, resolve issues and manage conflicts in a positive, patient and professional manner.
• Relationship Management: Build and maintain strong, long term relationships with clients by acting as a consistent point of contact and trusted advisor.

• U.S. Citizenship: Must be a U.S. citizen located within the United States.
• Experience: Prior experience in customer services and or account management or a similar client‑facing role.
• Communication: Excellent verbal and written communication and interpersonal skills.
• Problem‑Solving: Strong ability to handle conflicts and solve problems effectively.
• Computer
  
  Skills:
  
  Proficiency with basic technology and customer support software (like ticketing support systems).
• Organizational
  
  Skills:
  
  Strong organizational and time management skills, with the ability to multitask and work independently.
• Analytical Mindset: An analytical and process‑oriented mindset to troubleshoot and assist clients with triage steps.
• Cross‑functional
  
  Collaboration:
  
  Ability to work effectively with other departments, such as sales, product, and technical support.

• Veteran
• Awareness of Google Workspace
• Knowledge of cybersecurity compliance frameworks.
• Certified CMMC Professional (
  CCP
  )

• Type: W-2 Full Time
• Location: 100% Remote (within the United States)
• Hours: 9:00am ET- 5:30pm ET