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Digital Customer Success Manager

strongDM

strongDM

This job is no longer accepting applications

See open jobs at strongDM.
Customer Service, Sales & Business Development
Remote
Posted on Saturday, January 20, 2024
StrongDM lives by a very simple principle: Put People First.
That means we do the right things by our colleagues, employees and customers. It also means developing products and solutions that improve the lives of our customers. Our commitment to People First is one of the reasons our year-over-year customer retention rate is an industry-leading 98%. Once a customer, forever a fan. That's our goal.
When you work at StrongDM, you work with people who care, technology that works, and customers who are obsessed with both the product and the support they receive.
If you ask any employee of StrongDM, you’ll find that our values truly are our guiding principles in everything we do–from how we make decisions to how we treat each other. That’s because these values represent the foundation for our culture and who we are as a company. It sounds cliche, we know. But trust us—we’re onto something good. G2 can confirm. ✔️
1. We embrace the mission
2. We pursue mastery
3. We are people first
4. We are smarter together
These are the values we seek to cultivate as an organization. They inform not just how we behave as individuals and teams, but also the unspoken traits of the candidates we hire and perspectives we take when helping and supporting customers. Speaking of candidates, we’re so glad you’re here! If this sounds like an environment you’d thrive in, read on.
As a CSM for Digital Natives, you will play a critical role in driving long-term value for a large portfolio of customers using the StrongDM solution. Your primary focus will be on ensuring the success of the customer by proactively engaging with accounts, understanding their evolving needs, and delivering strategic guidance and support. You will be responsible for leading the digital strategy for onboarding, adoption, utilization, ensuring renewals & communication with our various customers.

What You'll Do:

  • Onboard and manage a large portfolio of digital native customers: Implement a successful onboarding process, build strong relationships, and understand individual customer needs and challenges.
  • Design Digital-led communication strategy: Partner with marketing to build an automated customer journey to help ensure customer retention and satisfaction.
  • Partner with Marketing and Technical teams to develop and deliver customer training and resources: Create short-form informative content, conduct webinars/workshops, and email campaigns, and provide ongoing support to help customers get the most out of our solutions.
  • Proactively monitor customer health & adoption: Analyze customer usage data, identify potential issues and opportunities, and proactively engage to address concerns and maximize value realization.
  • Collect and analyze customer feedback: Actively gather feedback through surveys, interviews, and regular interactions, analyze the data to identify trends and improvement opportunities, and share insights with internal teams.
  • Track and report on key metrics: Regularly monitor and report on key customer success metrics such as retention rate, Net Promoter Score (NPS), and customer lifetime value (CLTV).

Requirements:

  • 4+ years of experience in Customer Success or a related field, preferably with IAM/PAM or SaaS-based Cybersecurity solutions.
  • Proven track record of exceeding customer expectations and driving positive outcomes.
  • Preferred strong understanding of IAM/PAM solutions and access management best practices.
  • Excellent communication, interpersonal, and relationship-building skills.
  • Excellent consultative or project management skills are preferred.
  • Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
  • Strong organizational and time management skills.
  • Excellent data analytical skills and problem-solving skills.
  • Passion for customer success and a commitment to exceeding expectations.

Compensation:

  • $125,000 - $150,000 + equity salary packages
  • Company-sponsored benefits, including:
  • Medical, dental, and vision insurance (free to employees and dependents)
  • 401K, HSA, FSA, short/long-term disability coverage, life insurance
  • 6 weeks of combined accrued vacation + sick time
  • Volunteer days + standard holidays
  • 24 weeks paid parental leave for everyone + 1 month transition time back + childcare stipend for first year
  • Generous monthly and annual stipend for internet + home office

This job is no longer accepting applications

See open jobs at strongDM.