Customer Success Associate

About Us

Resilience is the next-generation cyber risk company that’s on a mission to help make the world cyber resilient. 

Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities, augmented by prominent leaders and innovators from the insurance and technology industries, the privately-held firm is rewriting the rules of how cyber risk is assessed and managed for middle to large market enterprises. Rooted in decades of experience, Resilience helps financial, risk, and information security leaders continuously improve their organizations' cyber resilience by connecting cyber insurance coverage with advanced cybersecurity visibility and a shared plan to reinforce actionable cyber hygiene. 

Resilience is proud to be backed by leading technology investment firms including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agency and security services through its expert security team.  

As a Customer Success Associate, you will play a crucial role in ensuring the satisfaction and retention of our clients. You will be responsible for building strong relationships with clients, understanding their needs, and providing effective solutions to enhance their experience with our products or services.

This position is a Hybrid position located in one of the following locations: Cincinnati OH, Chicago Il, Indianapolis, IN.

• Proactively engage with customers to understand their goals, challenges, and feedback.
• Maximize retention and satisfaction among our client base.
• Primary point of contact for assigned accounts, building trusted advisor relationships with key stakeholders.
• Conduct regular business reviews with clients to review performance, identify opportunities , and align on goals and priorities.
• Collaborate cross-functionally with Sales, Product, Underwriting, & Marketing to ensure a seamless customer experience and drive customer outcomes.
• Proactively identify and address any issues or concerns raised by customers, working to resolve them in a timely and satisfactory manner.
• Monitor customer health metrics and usage data to identify trends, risks, and opportunities for improvement.
• Responsible for efforts to upsell or cross-sell additional products or services to existing customers based on their needs and usage patterns.
• Advocate for customer needs and feedback internally, influencing product roadmap and development priorities.

• Prior experience in customer success or customer service roles preferred.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Strong problem-solving abilities and a proactive mindset in addressing customer needs.
• Detail-oriented with the ability to manage multiple tasks and priorities effectively.
• Experience working with CRM software and other relevant tools for managing customer relationships and data.
• A passion for delivering exceptional customer experiences and driving customer satisfaction.
• Willingness to adapt to a fast-paced, dynamic environment and embrace continuous learning and improvement.

What Resilience Offers You

Innovative company culture

Flexible work schedules

Family paid leave

Paid healthcare for employees

401k

Professional development & career advancements

Flexible paid time off

Employee referral bonus

Accommodations and Accessibility

We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources team at humanresources@cyberresilience.com.