Senior Customer Success Manager

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🔥 4 hours ago

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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

• Drive product adoption, customer growth, value, retention, and partnership with Enterprise customers • Develop and execute comprehensive customer success strategies • Analyze industry trends and customer feedback to inform strategic decisions • Establish and maintain relationships with key customers and stakeholders • Understand customer business issues, value, and desired outcomes and recommend solutions based on Fenix24 best practices • Mentor CSMs and support their development • Identify growth opportunities and assist Sales with upsell opportunities • Build customer trust through regular touchpoints and Quarterly Business Reviews • Provide thought leadership for the customer success team and strategic account-expansion planning • Develop understanding of Fenix24 services and align them with customer programs • Help develop customer communication plans for different client needs and verticals • Collaborate with Engineering, Product, Sales, Support, and Executives to complete customer goals, represent the customer voice, and manage escalations • Deliver client reporting to C-suite executives, translating technical metrics into business-value cases • Administer contracts in a service-delivery environment • Perform additional responsibilities as assigned

🎯 Requirements

• 5+ years of experience in Customer Success management roles • Demonstrated success partnering across company verticals to increase customer adoption and success • Understanding of client budget cycles and their effect on annual recurring revenue models • Strong written and oral communication skills • Strong relationship-building and 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 • Experience administering 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