Customer Success Manager

Description

As a Customer Success Manager at Reco, you will play a vital role in supporting customers throughout their journey with us, from onboarding to account expansion. You’ll engage with customers at all levels, including executives, to ensure the successful adoption of our security solutions, drive ongoing value, and contribute to product insights that shape Reco’s growth.

Responsibilities

• Guide our customers on their SaaS Security Program journey, ensuring seamless solution adoption and long-term success.
• Deliver technical support and guidance, particularly within the security domain, to address customers’ needs and foster long-term satisfaction.
• Facilitate cross-functional collaboration with Product, Engineering, Marketing, and Partner teams, providing customer insights to enhance and refine our product.
• Lead discussions with customer executives, demonstrating a clear understanding of their business needs and security goals.
• Track and drive customer success metrics such as Customer Satisfaction, Retention, Renewal, Expansion and Net Promoter Scores (NPS).

Requirements

• Customer Success Expertise: Proven experience in customer success management, especially in onboarding, adoption, and account expansion, 3 years minimum in Customer Success. This role is not for someone who wants to move into Customer Success.
• Security Knowledge: Deep understanding of the security domain, with the ability to translate complex security concepts for customer stakeholders.
• Technical Proficiency: Familiarity with API functions to troubleshoot or guide customers on integration needs.
• Communication Skills: Comfort engaging with both technical and executive audiences, adapting your message effectively across roles.
• Cross-Functional Collaboration: Ability to work closely with various internal teams, gathering and sharing customer feedback that aligns with our business goals.
• Passion: A passionate individual who’s customer obsessed and a “can-do” attitude in a fast paced environment that is constantly changing.

Preferred Plus Skills:

• Knowledge of emerging trends within the security technology landscape.
• Experience in supporting customers across various segments and industry types.
• Background in a SaaS environment, especially with security-focused products.