Manager, Customer Success

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DeleteMe

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2010

🔒 Cybersecurity

Cybersecurity • Privacy

DeleteMe est un service proposé par Abine, Inc. , spécialisé dans la protection de la vie privée en ligne. Il offre une solution pour permettre aux particuliers et aux entreprises de supprimer facilement et en toute sécurité leurs données personnelles d'Internet. Depuis 2011, DeleteMe est le service leader dans la suppression des données personnelles, aidant les clients à protéger leurs informations personnelles des moteurs de recherche et des courtiers en données. Le service comprend la soumission de données personnelles pour suppression et offre une assistance experte pour rechercher et supprimer les informations. DeleteMe propose des mises à jour continues et des rapports, garantissant que les données des utilisateurs restent privées au fil du temps. L'entreprise sert à la fois des clients individuels et des organisations, en fournissant des ressources pour lutter contre les menaces en ligne comme le doxxing et le vol d'identité.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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