Customer Success Manager

🔥 2 hours ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Cloud Range

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

💼 Consulting

🏥 Healthcare

🎖️ Defense

Consulting • Healthcare • Defense

Cloud Range is a cyber range-as-a-service provider that delivers immersive, live-fire cybersecurity simulations, hands-on training labs, and hiring/skills assessments to prepare security teams for real-world attacks. The company offers customizable cloud-hosted ranges (single-tenant and multi-tenant), FlexRange subscriptions and Range365 deployments, red/blue/purple team exercises, OT/ICS options, and full-service or self-service delivery for enterprises, MSSPs, government, and higher education. Cloud Range emphasizes people-focused skills development to accelerate readiness, validate processes, and reduce incident response time.

📋 Description

• The Customer Success Manager ensures customers have a smooth, organized experience from sales handoff through onboarding, training, and renewal. • You’ll foster relationships that encourage product adoption, invite regular communication, meet program objectives, and ensure a seamless experience, ultimately making a customer’s job easier. • The CSM collaborates closely with Sales, Product, Training, and Support teams to meet and exceed customer needs, advocate on their behalf, and drive renewals and growth. • Build and maintain meaningful relationships, fostering trust and loyalty across customer accounts. • Serve as a main point of contact for customers, helping them navigate and leverage Cloud Range products to meet their needs. • Work with customers to establish and track measurable objectives using Cloud Range’s solutions. • Work with Cloud Range trainers to capture insights, and communicate insights and recommendations to customers, including providing comprehensive KPI results. • Coordinating and scheduling meetings and training sessions to align with established processes and procedures. • Ensure process milestones are met for Cloud Range and its customers. • Create and maintain buying team blueprints for each customer. • Promote product value and identify upsell opportunities to expand product usage. • Partner with Sales to initiate and support the renewal process through strategic touchpoints like Executive Briefings. • Drive additional revenue through proactive account management, optimizing product adoption, and advocating for expanded product engagement. • Manage and grow the Customer Advisory Board (CAB). • Inform CAB meeting agendas and planning elements. • Gather product feedback from customers and share actionable insights with Product and Training teams. • Conduct regular reviews of customer concerns and proactively suggest solutions to improve their experience. • Identify and communicate opportunities to Marketing for customer case studies, customer interviews, blogs, and speaking engagements. • Work with customers to identify customer referrals and marketing opportunities within industry groups. • Proactively identify operational bottlenecks or customer friction points, recommending and driving process improvements that enhance efficiency and the overall customer experience. • Continually optimize customer success processes to improve quality, effectiveness, efficiency, and overall customer experience.

🎯 Requirements

• Proven experience in customer success, sales/account management, customer management, or similar customer-facing roles. • Strong interpersonal and communication skills with the ability to build relationships effectively across varied technical backgrounds. • Demonstrated capability in process optimization–ability to identify gaps or inefficiencies and independently propose and implement practical solutions. • Experience working with Sales, Product, Marketing, and Support teams to enhance customer satisfaction and drive retention. • High attention to detail and organizational skills, strong critical thinking skills, and going beyond the status quo to capture customer insights. • Ability to advocate for customer needs while balancing company objectives. • Cybersecurity experience and understanding is preferred.

🏖️ Benefits

• Remote work with a flexible schedule to support your productivity and work-life balance. • Unlimited PTO so you can recharge and be your best. • Health, dental, and vision insurance to keep you and your family healthy. • 401k program to help you save for the future. • Opportunities for growth and advancement in a cutting-edge industry. • Collaborative, fun, and entrepreneurial culture with in-person gatherings 1-2 times per year.