Customer Success Manager

As a Customer Success Manager at Huntress, you'll be responsible for managing a book of business comprised of several hundred partners and customers. Your main focus will be to maintain and grow these partnerships, minimizing churn while driving satisfaction and loyalty. You will also work closely with team members in sales and marketing to create innovative solutions that meet partners’ business needs.

To be successful as a Customer Success Manager at Huntress, you should have at least 2 years of experience in a partner-facing role, ideally in customer success or sales, preferably within the cybersecurity or MSP sectors. Competence with Salesforce or similar CRM tools, excellent communication skills, and strong organizational capabilities to operate in a hyper-growth environment are vital for this position.

Success for a Customer Success Manager at Huntress is measured through partner satisfaction, retention rates, and the expansion within the current partner base. You will be a critical player in creating engaging strategies that foster loyalty and help drive overall business success.

Working for Huntress offers the opportunity to be part of a fully remote, innovative team dedicated to combating cyber threats. The role of a Customer Success Manager here is not only about managing relationships but also about being an integral part of a mission-driven company that values inclusivity and empowers its employees to make a real impact in the cybersecurity sphere.

Huntress is committed to the professional development of its Customer Success Managers. We offer generous annual allowances for education and professional development assistance, alongside access to platforms like BetterUp for coaching and personal growth, ensuring you have the resources needed to excel in your role.

Building strong relationships as a Customer Success Manager involves effective communication, understanding partners' needs, and providing tailored solutions to help them achieve their goals. Sharing insights and regular check-ins can foster trust and engagement.

To manage churn, it’s essential to proactively communicate with your partners, identify their pain points, and offer solutions that enhance their experience with the product. Implementing feedback loops ensures partners feel valued and heard.

I'm well-versed in using Salesforce to track customer interactions, analyze data trends, and manage partnerships effectively. Leveraging CRM tools is crucial to maintain organized records and streamline communication with partners.

In difficult interactions, I prioritize active listening and empathy. Understanding the customer’s concerns before presenting solutions fosters a positive outcome. It's important to address their feelings and ensure they know I am there to assist them.

Essential metrics include partner satisfaction scores, retention rates, upsell rates, and the Net Promoter Score (NPS). These provide valuable insights into how well we are supporting and impacting our partners.

I advocate for partners by understanding their needs deeply and communicating their feedback and requests to internal teams. Collaborating with product and marketing allows me to ensure we’re aligned in meeting their expectations.

In the cybersecurity industry, a positive customer experience is critical as it builds trust and confidence among partners. Given the high stakes involved in protecting businesses from threats, ensuring that partners feel supported enhances loyalty and partnership longevity.

I organized a training session tailored for a partner's needs which included best practices and insights into our products. This initiative not only educated them but also welcomed feedback and questions that further strengthened our relationship.

I follow industry-related news, attend webinars, and engage in networking events in the cybersecurity space. Staying informed allows me to provide thoughtful, relevant advice and supports in developing innovative solutions for our partners.

I establish regular check-ins and use a structured approach to communicate updates and important changes. Using multiple channels like email, calls, and dedicated CRM notes ensures that all parties remain informed and engaged.