Customer Success Associate

November 20

☕ Washington – Remote

Although this job is listed in Washington, this company may be open to hiring remote in other states.

💵 $55k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Virtru

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Cybersecurity • Compliance • Software

Virtru is a data security company that specializes in secure collaboration and file sharing solutions. Their platform integrates with popular applications like Google Workspace and Microsoft 365 to provide encrypted file sharing and email protection. With a focus on data-centric security, Virtru empowers organizations across various sectors, including finance, healthcare, and government, to maintain control over sensitive data while ensuring compliance with strict security regulations.

51 - 200 employees

Founded 2012

🔒 Cybersecurity

📋 Compliance

📋 Description

• Onboard new customers using playbooks: run kickoffs, confirm goals and success criteria, coordinate admin setup with customers and if necessary with Virtru’s deployment team; deliver end‑user/admin training; drive time‑to‑first‑value and go‑live. • Drive adoption and outcomes: monitor health/usage, run regular check‑ins and QBRs, build light success plans tied to customer objectives, and recommend features and best practices to increase value. • Renewals: own renewal motions for your book, prepare quotes, maintain accurate forecasts in Salesforce, and partner with Sales on larger or complex renewals or multi‑year agreements. • Expansion: identify upsell/cross‑sell signals (new teams, additional seats, advanced features) and set discovery with decision makers; collaborate with Sales to scope and close opportunities. • Risk management: track engagement to surface risk early, execute save plans, and coordinate resources to prevent churn. • Relationships and advocacy: be the primary point of contact for admins and stakeholders; coordinate with Support on issues and communicate status through resolution. • Feedback and content: gather structured product feedback, share insights with Product/CS, and contribute to playbooks, help‑center articles, and training materials. • Systems and reporting: document activities, notes, and next steps; keep data hygiene and forecast accuracy in Salesforce. • Travel: occasional onsite visits for training, business reviews, or other key meetings.

🎯 Requirements

• Bachelor’s degree from a 4‑year college or university. • 2+ years in customer success, sales, or account management at a B2B tech/SaaS company; cybersecurity, IT, or compliance experience is a plus. • Proven track record renewing and expanding contracts in a high‑velocity environment; comfortable with a large portfolio and repeatable motions. • Strong communicator and presenter, capable of training admins and end users and building trust with technical stakeholders and IT decision‑makers. You love engaging with your customers! • Technical aptitude with the curiosity to learn; able to translate complex topics into clear guidance. • Organized, proactive, and detail‑oriented; able to manage multiple customers, priorities, and deadlines simultaneously. • Diligent and accurate in Salesforce; you keep notes, activities, and forecasts current and complete.

🏖️ Benefits

• A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge. • A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow. • Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social! • Access to an Employee Assistance Program • Access to Headspace, a mental health app tailored to your specific needs. • A flat 3% contribution to your retirement account • A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first. • Competitive compensation • Generous parental, medical, and bereavement policies • 401K contribution and stock options • Full medical, dental, and vision benefits • New Hire Swag and IT Welcome boxes • Structured semi-annual 360° performance reviews