Customer Success Manager
Description
ThirdPartyTrust is a Chicago based cybersecurity SaaS company that helps enterprises measure and monitor third-party risk and related cyber threats. Clients like AbbVie, Travelers, US Foods, American Family Insurance, and many others are managing risk across thousands of third-parties utilizing our technology. The company’s top-line revenue has tripled over the past 12 months and we recently closed a Series A ($4.5M) round of financing. ThirdPartyTrust is on an aggressive path to growth.
We are looking to hire a Customer Success Manager (CSM) who will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in understanding customer requirements for future product enhancements.
Our customers are central to our business and we’re looking for a customer success superstar who can own the entire post-sales relationship, onboarding and ongoing retention. Through monthly check-in calls, email conversations and webinars with new customers, you’ll build strong relationships that persist through (and lengthen) the lifecycle of the customer. You’ll be the first point of contact for all of our customers, acting as the friendly face of our business and shepherding them to the right team to solve their problem.
Main Responsibilities
At ThirdPartyTrust, the CSM is cross-functional, working closely with the sales team to smoothly transfer ownership of a prospect who’s become a customer, to onboarding the customer.
- Serve as the primary contact for onboarding new customers, communicating ThirdPartyTrust concepts, training end users on the platform, as well as post go-live support
- Conduct customer workshops, gather and understand requirements, translate requirements into configuration, and provide solutions to issues and challenges.
- Be involved in all aspects of support to ensure that problems are resolved to the customer’s satisfaction and as quickly as possible.
- Advocate on behalf of our customers to all of our teams, such as marketing and sales process as well as providing inputs into product discussions in building out a roadmap that’s as closely aligned to customer requirements as possible.
- Make everybody else aware of our customer’s challenges, needs and concerns, whether that’s providing input on a new feature for the product team or offering feedback on the latest campaign to the marketing team.
- Understand customer outcomes by communicating with customers, analyze customer health metrics, and gather other feedback.
- Collaborate with Engineering to troubleshoot technical issues raised by customers.
- Collaborate and assist with product management for UAT.
- Gauge customers’ levels of engagement with the company and provide feedback to other teams regarding product and service improvements
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Being the main point of contact between the company and a number of named enterprise accounts
Qualifications
- Experience working with, and managing, stakeholders and customers
- Excellent project management skills, with a high level of accuracy and attention to detail is required
- Strong presentation, meeting facilitation, excellent communication and interpersonal skills
- Flexible approach, able to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Ability to multitask a must
- Advanced English language is required for non-English native candidates (Proficient in verbal and written English)
Experience
- 2-3+ years customer success or account management experience in a SaaS or software company
- Proven track record of working in a customer facing role
- Have, or be willing to learn, basic technical skills
This is a full-time position. Daily schedule is 8 am to 5 pm Central time.
All offers of employment at ThirdPartyTrust are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates during the application process.