Customer Success Manager

Customer Success Manager

About the Role:

We’re looking for a data-driven, proactive Customer Success Manager. Mandatory background in cybersecurity - Strong background in cloud platforms, SaaS, cybersecurity, or related fields.

You’ll focus on:

Driving feature adoption and product engagement.

Helping customers maximize value by aligning our product with their needs.

Providing insights and solutions based on usage data and feedback.

Drive collaboration between Product Management, Sales and Engineering to enhance customer satisfaction.

What You’ll Do:

Provide strategic and hands-on technical guidance to Token platform, through onboarding to operationalization.

Ensure customers fully leverage our product’s features for maximum impact.

Hold Quarterly business reviews, periodic check-ins and training sessions to drive adoption and usage.

Analyze customer data to identify opportunities for service growth.

Provide guidance on best practices and product use cases.

Communicate client requirements to internal teams and collaborate to ensure seamless experiences and continuous improvement.

Responsibilities:

Strategic Leadership: Define and execute the vision for customer success, aligning with company goals to drive measurable business outcomes for clients.

Team Management: Build, mentor, and lead a high-performing team, fostering professional growth and operational excellence.

Customer Advocacy: Serve as the voice of the customer, influencing product roadmaps and service enhancements.

Operational Excellence: Establish and refine scalable processes for onboarding, product adoption, and ongoing support.

Executive Engagement: Build and maintain strong relationships with C-suite stakeholders at client organizations, acting as a trusted advisor.

Revenue Growth: Identify opportunities for expansion, upselling, and renewals in partnership with sales teams.

Metrics & Analysis: Monitor customer health scores, satisfaction surveys, and usage analytics to inform strategies for improved retention and value delivery.

Strong problem solving skills, with the ability to dive deep into problems and generate solution.

At least 3 years in customer success, professional services, or technical account management.

Proven experience in managing teams that work closely with enterprise-level customers in complex technical environments.

Excellent interpersonal and communication skills with a track record of executive-level influence.

Ability to drive results in a fast-paced, dynamic startup environment.

Analytical mindset with experience leveraging KPIs to improve processes and outcomes.