Customer Success Manager

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Remote, Remote, US

30+ days ago Requisition

Avertium is the security partner that companies turn to for end-to-end Cybersecurity solutions that attack the chaos of the cybersecurity landscape with context. By fusing together human expertise and a business-first mindset with the right combination of technology and threat intelligence, Avertium delivers a more comprehensive, more programmatic approach to cybersecurity - one that drives action on the ground and influence in the boardroom.

That's why over 1,200 mid-market and enterprise-level organizations across 15 industries turn to Avertium when they want to be more efficient, more effective, and more resilient when waging today's cyber war. Show no weakness.

Customer Success Managers are responsible for each step of the customer journey, all visibility and factors building to retention and consistent expansion of Avertium’s Cybersecurity Solutions. The Customer Success Manager manages a portfolio of strategic customers and serves as a trusted advisor between customers and internal Avertium teams. The CSM primary goal is to be a key resource in delivering Avertium’ s commitment to exceptional customer advising, support, retention and expansion of services based on their customer security requirements and business objectives.

The CSM acts as a champion for their customers, striving to build long-term relationships and realization of security value, while translating the needs and evolution of their customer’s voice. Lastly, the CSM partners with Sales, Service Delivery and Operations to identify and execute opportunities to leverage the Avertium services portfolio and to grow the customers’ footprint.

• Drive strategy and execution for both gross and net revenue retention across a population of strategic customers, while also maintaining a risk register and delivery pulse for assigned managed services customers in a given region.
• Achieve targets based on retention, upsell/cross sell and overall gross/net retention
• Maintain updated account dashboards, systems and notes internally and in necessary systems, ensuring strong communication and advocacy for customer outcomes
• Work closely with regional and company leadership to drive and improve customer workflows on a daily, weekly and quarterly basis.
• Partner with Service Delivery Managers on technical requests, customer issues and resolution timelines.
• Organize and manage ongoing customer initiatives, ensuring accountability, communication and timeliness of communications and necessary outcomes on customer needs
• Serve as the key conduit between go-to-market teams and service delivery teams for customer needs and priorities
• Proactively guide a dedicated portfolio of clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and services.
• Build strong, trusted, and influential relationships with customers and the Avertium internal teams.
• Develop and maintain effective communication with customers on a regular basis
• Prepare and deliver Monthly and Quarterly Business Review with customers focusing on values and partnership growth strategy
• Research, and keep current on, relevant client topics such as program background, Avertium developments, media reports, and developments across industry verticals.
• Proactively follow-up with customers to ensure a positive experience using our solutions and promote new features and functionality specific to their user experience
• Drive account expansion opportunities by guiding support to lead to Avertium…