Senior Customer Success Manager

Job not on LinkedIn

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $130k - $150k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fenix24

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

Fenix24 is the world’s leading breach recovery and cyber resilience company, specializing in rapid ransomware recovery, incident response, and guaranteed restoration of operations. It combines assessments, remediation, managed protection services, and asset & resiliency software with a battle-tested recovery team and one-hour response to help organizations across industries recover from and defend against advanced cyberattacks.

📋 Description

• Develop and execute comprehensive customer success strategies to drive business growth and retention • Analyze industry trends and customer feedback to inform strategic decision-making • Establish and maintain relationships with key customers and Enterprise stakeholders • Understand customer business issues, value, and desired outcomes; recommend solutions based on Fenix24 best practices • Mentor CSMs and support their development • Identify growth opportunities and assist Sales with upsell opportunities • Establish deep customer trust through regular touchpoints and Quarterly Business Reviews • Provide thought leadership for the Customer Success team and strategic planning for account expansion • Build relationships with customers at various organizational levels • Develop deep knowledge of Fenix24 services and align them with customer programs to drive positive business outcomes • Assist Customer Success leadership with customer communication plans for different client needs and verticals • Collaborate with Engineering, Product, Sales, Support, and Executives to achieve customer goals, represent the customer voice, and manage visibility or escalations • Deliver client reporting to C-suite executives, translating technical numbers into business value cases • Perform additional responsibilities as assigned

🎯 Requirements

• 5+ years of experience in Customer Success management roles • Demonstrated success at partnering across company verticals to increase customer adoption and success • Understanding of client budget cycles and how they affect annual recurring revenue models • Strong written and oral communication and relationship-building skills • Leadership capabilities • Cross-functional management skills across multiple internal and external departments • Advanced analytical skills • Ability to translate raw reports into customer-facing documents using business intelligence software and/or MS Office tools • Previous experience working with technology partners selling products in an MSP space • Ability to administer contracts in a service delivery environment • Understanding of information technology and managed services best practices • Experience with service level agreement and contract management • Experience with service delivery in a managed services practice organization • Server, network, storage, and/or security support experience • Practical application of InfoSec principles