Core Responsibilities:
- Owns the entire customer journey - from onboarding to value realization to value expansion - measuring specific metrics throughout the journey
- Acts as the "voice of the customer" inside the company
- Owns the customer relationship - including relationships with the CISO/CIOs and IT operational teams - with the aim of becoming a trusted advisor on cyber risk
- Owns metrics such as NRR, NPS, and value realization
- Becomes a SAFE platform expert and help customers become self-sufficient
- Assists in identifying and documenting best practices and ensuring customer environments align with them
- Partners with Customer Success Engineers (CSE) to resolve any issues with customer deployments
- Communicates and tracks customer product enhancements with SAFE Product Management
- Present customer business reviews to executive business owners and technical customer contacts
- Travel to customer locations will be required
Essential Skills/ Qualifications/ Experience:
- Technical knowledge: Breadth of knowledge around cybersecurity, cyber risk, security compliance
- Empathy with the customer; listening power
- Strong project management skills - super detail-oriented and disciplined
- 5+ years of experience in risk consulting, management consulting, customer success
- Takes an advisory approach to large Fortune 1000 customers
- Track record of delivering on customer success metrics
- Confidence in being an advisor to the CXOs
- Comfort with building, ambiguity, and high growth chaos in a startup environment