Customer Success Manager

About Magnitude

Magnitude (formerly Archer Faris) is pioneering the world's first 100% multi-agent approach to enterprise security, starting with Third-Party Risk Management, a domain that is mission critical, deeply human, and notoriously broken. Founded by security and AI leaders from Abnormal Security, Amazon Alexa, Proofpoint, and other iconic companies, we are well-funded and entering the market at a moment of significant tailwind. The window to shape how this category gets defined is open right now

As a Customer Success Manager at Magnitude, you are passionate about and have a world-class track record of creating, sustaining, and growing happy, referenceable customers across segments — from SMB to Enterprise. You have the technical acumen, consultative thinking, and program management skills needed to help customers realize optimal value from AI native platforms that transform their legacy workflows. You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer’s trusted advisor.

Acting as the primary interface between the customer and the internal teams at Magnitude, you have many examples in the enterprise AI platform space that show how you’re adept at:

• Improving time-to-value and value realization across the customer journey, from onboarding to ongoing adoption
• Ensuring clear, measurable success criteria is established and attained with key customer stakeholders
• Engaging in proactive discovery with customers that uncovers account expansion opportunities
• Anticipating and proactively de‑escalating issues or product gaps with scalable solutions
• Educating on and driving adoption of new features and best practices to optimize ROI
• Cultivating and prioritizing a customer feedback loop for product enhancement requests

• Value Realization:
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
  • Schedule, prepare and deliver Business Reviews for customers, proving ROI and success achieved in their terms that lead to renewals/expansion.
  • Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.
• Relationship Building:
  • Understand your customer’s industry trends, business challenges within third party risk management, and current and potential use cases for Magnitude.
  • With understanding of customer needs, establish a strategic, trusted advisor relationship at decision‑maker levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives.
  • Develop and nurture Magnitude champions within your customer’s organization who advocate for the platform based on their positive experience.
• Success Criteria Alignment:
  • Develop an accurate understanding of how a customer defines achieving success on the Magnitude platform, treating such success criteria as a critical measure of health that is defined, maintained, reviewed, and acted upon in a proactive manner.
  • Use customer cadence calls and customer Business Reviews to define success criteria with the customer, prioritize those criteria, and get the customer’s own assessment of how we’re performing on them to drive appropriate action plans cross‑functionally.
• Account Success Planning:
  • Engage customers’ senior decision makers to understand their evolving strategy for managing third party risk as inputs to account success plans.
  • Formulate and maintain Success Plans with verifiable metrics/outcomes outlining how Magnitude addresses customers’ immediate and future needs.
  • Proactively monitor customer health to reach out to customers before risks or issues escalated and identify scalable remediation options.
• Cross Functional
  
  Collaboration:
  • Partner with Magnitude GTM functions (Account Executives, Support Engineers, etc.) to ensure that customers renew and expand usage.
• Triage and Risk Mitigation:
  • Monitor customer user trends to recommend to drive risk mitigation actions internally with Product, Support, etc.
  • Coordinate internal actions and schedule…