Customer Success Manager, Commercial

We are looking for a Customer Success Manager who excels at creating fanatic customers for life!

You will be responsible for managing our commercial accounts, collaborating with sales, security architects, products specialists, and product teams to ensure customers have the best experiences possible. You will work with a high volume of customers with a primary focus on customer adoption and retention through 1-to-many programs. This includes onboarding, product adoption, training, and best practices. Ultimately, our “scaled” approach will drive customers to be reference accounts by sharing their success stories using our solutions.

You are technical and consider yourself a product expert with excellent communication skills, enjoy presenting to audiences, and enjoy working in a fast-paced startup environment. This role will shape the future of our Customer Success team and you will be an integral part of our super fast growth. 

Responsibilities

• Create, develop and maintain superior client experience by serving as the primary contact for customers. This includes recommending product capabilities to support customer business goals, reviewing customer health scorecards, and internally advocating for the customer.

• Build a deep understanding of the product and provide recommendations on how customers can use it to achieve their business objectives. 

• Onboard new customers through self-service guides and hosting training sessions on new features or best practices for multiple customers are part of your responsibilities. 

• Identify opportunities to implement 1-to-many programs that enhance customer value in a scalable manner. 

• Drive product adoption through regular one-on-one touchpoints with customers.

• Partner with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.

What We're Looking For

• 2+ years of Commercial or Technical CSM experience with a proven track record of managing a large customer base; cybersecurity or identity management is preferred. 

• Adept at interacting with a high volume of customers through various channels such as Slack, email, and webinars. 

• Self-starter with innovative ideas to enhance customer engagement and product adoption in a scalable model. 

• Ability to quickly grasp new product capabilities, demonstrate features to customers, and review enhancements on behalf of customers. 

• Must have proficiency in Data Analysis, BI Tools, and basic SQL.

• Excellent communication skills, including the ability to create and present product demos and ad hoc training, are crucial. 

• Strong organization, project management, time management, business acumen, and professionalism are also key attributes for this role.

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Material Security is a remote-first workplace with an office in San Francisco, California.

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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $99,200 to $132,000.