Manager, Customer Success

🕒 January 6

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DeleteMe

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

🔒 Cybersecurity

Cybersecurity • Privacy

DeleteMe is a service provided by Abine, Inc. , specializing in online privacy protection. It offers a solution for individuals and businesses to easily and safely remove personal data from the internet. Since 2011, DeleteMe has been the leading service in personal data removal, helping clients safeguard their personal information from search engines and data brokers. The service includes submitting personal data for removal and provides expert assistance to search for and delete information. DeleteMe offers continuous updates and reports, ensuring users' data stays private over time. The company serves both individual customers and organizations, providing resources to combat online threats like doxxing and identity theft.

📋 Description

• Manage and coach a team of CSMs, fostering a culture of high performance, collaboration, and continuous improvement. • Conduct regular one-on-ones, performance reviews, and career development planning. • Develop and deliver onboarding and ongoing training programs for the team. • Define and refine the Customer Success strategy, including customer segmentation, engagement models, and success metrics. • Analyze customer health data to identify risks and opportunities, and develop proactive intervention strategies. • Work closely with Sales, Product, and Support teams to ensure a seamless and positive customer experience. • Oversee customer renewals and expansion opportunities, working closely with the Sales team to achieve targets. • Manage and optimize the tools and processes used by the Customer Success team. • Track and report on key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV). • Act as an escalation point for critical customer issues. • Participate in high-stakes customer meetings and executive business reviews. • Gather and synthesize customer feedback to inform product development and company strategy.

🎯 Requirements

• Minimum of 5+ years of experience in Customer Success or Account Management • Minimum of 2+ years in a leadership or management role. • Proven ability to lead, motivate, and mentor a team. • Exceptional written and verbal communication skills. • Strong analytical and problem-solving abilities, with proficiency in using CRM and Customer Success platforms. • Demonstrated experience in developing and executing customer success strategies. • Deep knowledge and understanding of verticals highly impacted by data exposure, like threat intelligence/protective intelligence, executive protection, and/or cyber security. • The ability to synthesize information and data, distill it into its most simple form and convey information to customers (internal and external) effectively.

🏖️ Benefits

• Comprehensive health benefits - Medical, Vision, Dental • Flexible work schedule • 100% work from home • Generous 401k matching up to 6% • 20 days paid time off • 15 sick days • 12 company-paid holidays • Childcare expense reimbursement • Fitness and cell phone reimbursement • Birthday time off