Job details

Intermediate Customer Success Manager, Secure Access

Absolute is a global cyber-security technology company with an office in Vancouver, BC that makes Security work! We help organizations recover and resume normal operations in the face of security breaches. Absolute envisions a world where security and IT professionals always retain control over their devices and data. We’re the first and only company to offer uncompromised visibility and near real-time remediation of security breaches at the source. 

As an Intermediate Customer Success Manager at Absolute, you are front and centre with our customers and their executives, helping them achieve their goals and ensuring value driven engagements. With your passion for technology and a strong customer-focused approach, you work with cutting-edge software to support our customer’s mission-critical applications. Collaborating with all parts of the business including Product Management, Global Sales teams, Technical Support and more; Customer Success acts as the definitive “voice of the customer” within Absolute. 

And as a member of our overall Customer Experience team, you are an excellent team player as well as a meaningful contributor that can work independently to resolve customer challenges.  We are part of a greater team that looks after each other while also building out a unique culture that knows when to acknowledge and celebrate our successes. 

Responsibilities:

Be the “voice of the customer” within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute Secure Access product line
Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute
Conduct strategic workshops and engagements to drive incremental business value through increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions)
Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting strategic account reviews
Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies
Focus on net dollar retention by:

Identifying and mitigating risk on customer accounts and work with account teams and executives to mitigate risk of churn
Uncovering growth opportunities in your portfolio through expansions, upsells and cross sells to provide a rewarding customer experience

Build relationships internally across Sales, Renewals, and Support teams to escalate customer needs and identify expansion and renewal opportunities
Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve
Become a technical Subject Matter Expert of Absolute and contribute to building new processes and sharing best practices within the larger Customer Success team
Build relationships internally across Sales, Product and Support teams to escalate customer needs and identify expansion and renewal opportunities
Collaborate cross-functionally with other internal teams such as Professional Servies, Product Management, Marketing and Sales to cooperatively drive, maintain, and improve customer health and value perception
Protect the security and privacy of Absolute and its customers

What You Will Need

3+ years Customer Success experience within a SaaS high-tech work environment working with large Enterprise customers – experience with Healthcare, Financial and Professional Services industries a bonus
Exceptional ability to communicate and foster positive business relationships
Strong aptitude for technology with the ability to explain technical concepts and theories to technical users
Team player, that strives to develop win-win situations for customers and colleagues
Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level
The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
Ability to take initiative, own processes and work independently as required

Understanding of data-in-transit security, including TLS, IPsec, VPNs, PKI, and certificate management
Strong understanding of Windows, macOS, and Linux operating systems, including network stacks
Experience with CRM tools such as Salesforce and Gainsight

Nice to Have:

Security (CISSP, GIAC, CompTIA Security+, etc.) or networking (CCNA, CompTIA Network+, etc.) certifications
Bonus: Experience in Information Security operations

The OTE pay range for this position is from $85,000 - $100,000 annually; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program.

Why Work For Us:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.

We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.

Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Software accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.

Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel

Average salary estimate

$92500 / YEARLY (est.)

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$85000K

$100000K

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What You Should Know About Intermediate Customer Success Manager, Secure Access, Absolute Software

As an Intermediate Customer Success Manager at Absolute, you will find yourself in the heart of our dynamic team, making a tangible impact on our customers' experiences. Absolute is a pioneering cyber-security technology company known for its innovative approach to ensuring data security and device control. Your passion for technology and customer-centric mindset will be essential as you work closely with enterprise clients to maximize the value of our Secure Access product line. Here, you'll be more than just a support contact; you will be seen as the go-to person for customer advocacy, ensuring a stellar experience throughout their journey with us. Your day-to-day will be filled with engaging strategic workshops, crafting success plans, and collaborating across various teams—from Product Management to Technical Support—to align on customer needs and deliver solutions that drive genuine business outcomes. Feel energized by resolving challenges, identifying growth opportunities, and rallying internally to enhance customer health. Whether it's using your data intelligence skills to proactively address account risks or assisting clients in understanding complex technical aspects, your expertise will shine through every interaction. We genuinely value our team's passion for helping others and believe in celebrating our collective wins. If you're ready to be a driving force behind customer success while working in a supportive and innovative environment, this role at Absolute is tailored for you!

Frequently Asked Questions (FAQs) for Intermediate Customer Success Manager, Secure Access Role at Absolute Software

What does an Intermediate Customer Success Manager at Absolute do?

An Intermediate Customer Success Manager at Absolute plays a critical role in ensuring clients succeed with our Secure Access products. They build strong relationships with customers, guide them through their usage of our services, and work collaboratively to drive business outcomes, leveraging their technical understanding and customer service skills.