Customer Success Manager

October 9

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Optery

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Cybersecurity • Privacy • SaaS

Optery is a comprehensive service that helps individuals and businesses remove personal information from data brokers and people search websites. By utilizing patented technology combined with AI and expert human agents, Optery effectively manages the opt-out process, providing users with detailed exposure reports and ongoing monitoring to ensure their information is securely managed. With a strong focus on privacy rights and customer support, Optery aims to reduce digital footprints and protect users from identity theft and privacy invasions.

2 - 10 employees

Founded 2020

🔒 Cybersecurity

☁️ SaaS

💰 $2.7M Seed Round on 2023-05

📋 Description

• Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction. • Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn. • Monitor customer health scores and take action based on data-driven insights. • Implement feedback loops with customers to continuously improve the value they derive from the product. • Identify and nurture upsell and cross-sell opportunities within the customer base. • Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption. • Conduct quarterly business reviews (QBRs) with customers to assess their satisfaction and alignment with strategic goals. • Develop customer success plans that outline key metrics, milestones, and success criteria for customers. • Encourage and facilitate customer participation in case studies, testimonials, or reference programs. • Leverage customer health metrics to prioritize accounts requiring additional attention or engagement. • Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes. • Proactively manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms. • Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle. • Monitor renewal dates and contract details to ensure a smooth and seamless renewal experience.

🎯 Requirements

• 4 year college degree • At least 3+ years of experience as an Customer Success Manager at a B2B SaaS company • Experience reporting CSM metrics and working with CSM KPI’s. • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence, Negotiation and Influencing skills • Ability to switch gears quickly and adapt to change effectively • Familiarity with sales process, upselling and maintaining / exceeding goals • Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management • Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment • Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars, customer meetings, and potentially some industry events • Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization • Critical thinking skills to help with analysis of business, market, and competitive trends. • Some travel may be required • Highly organized - you’re driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk. • Collaborative and independent - you thrive while working with others but can also buckle down and get things done without a lot of oversight • Skilled in Hubspot, Google Suite, Microsoft Office, and managing multiple products or interfaces

🏖️ Benefits

• Competitive equity • Great health, dental, and vision insurance • 401k program with employer match • Paid time off policy • Stipend for home office setup