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Senior Customer Success Manager

Company: Kasada
Location: New York
Posted on: April 10, 2021

Job Description:

Do you enjoy immersing yourself in your customer? Do you want to work for a company focused on changing the future? A company whose Cyber Security products are so exciting, that we have captured the attention and investment from the CIA's very own VC, In-Q-Tel? This isn't your ordinary Senior Customer Success Manager role, and Kasada is not your typical Cyber Security business. We're helping humans take control back, and we're looking for a tech savvy people person who doesn't just value our very human customers, we're looking for someone who is truly driven to deliver an extraordinary customer experience; more than engaging with our customers, we are looking for someone who lives and breathes the success of our customers. Our Customer Support & Success Team is an integral part of our global customers' success, and you will have a direct impact on our customers, our team and our products, in everything you do. If you're a great communicator and collaborator, a future thinker, natural problem solver, and you build open, lasting relationships based on trust, then you may just be the new team member we're looking for. We need someone who seeks to understand our customers' goals, and enables them to succeed; both directly, and by working closely across Kasada with Support, R&D, Security Engineering and Product Teams. Someone who sees opportunities and pro-actively engages in business wide projects, influencing our product evolution to deliver the optimal customer experience. What you will bring...

  • Combining a passion for tech with a driven curiosity to understand customers' business goals, to really immerse yourself in enabling their success; you will be hungry for continual learning, while also bringing your personal expertise to the team, through:
  • Ability to convey complicated ideas simply
  • Experience working with a global team across varying time zones
  • Thriving in an autonomous environment and enjoying working independently or in a small remote team
  • Meticulous attention to detail
  • Self-starter who knows how to prioritize and problem solve
  • Passion for testing, measuring and improving outreach and follow up effectiveness
  • The ability and flexibility to work in a fast-paced startup environment
  • You are customer-centric and naturally curious
  • "You've got what it takes" to collaborate and build strong relationships with customers, especially at the executive and c-level in the enterprise space
  • Ability to communicate technical requirements and able to understand the importance of them and their business impact Qualifications...
    • 5+ years of experience in security software, Cloud, SaaS, or inter-related industry in a customer facing post-sales role, such as Customer Success, Community Management, or Account Management preferably in an enterprise SaaS business
    • A Bachelor's Degree or higher in Computer Science/Information Technology/Business field, or equivalent demonstrated experience. What you will do...
      • Become an expert on the Kasada platform and cyber security practices
      • Own customers' overall success with the Kasada platform, promoting best practices and usage of Kasada's products
      • Establish and run regular status meetings with customers
      • Provide recommendations to promote the maximum value of customer's investment in Kasada, including best practices, and on-going support to reach full utilization of customer licenses; and collaborating with sales teams to ensure growth attainment and increased footprint
      • Partner with Sales, Engineering, Support, and Product in a collaborative manner, with the goal of improving the customer experience and operating more efficiently as a company
      • Establish a regular cadence of meetings, to close the loop with Support, Engineering and Sales to ensure our customers are always aware of their consumption utilisation and cyber activity, new feature enhancements, and the product roadmap
      • Generate customer reporting and conduct ongoing business reviews with customers, to review overall health of the relationship and adoption of the Kasada platform
      • Coordinate with internal support/training teams to deliver additional customer training as required
      • Maintain a detailed record of customer interactions, projects and progress
      • Further opportunities to contribute to other projects and initiatives are open to you and your passions. Our team We are ONE Team, and we work as a united force to continually deliver a positive impact to the world and each other. We pride ourselves in our curiosity while creating a fun, innovative and balanced environment. We are fast moving and fast growing, focusing on the right problems to get the greatest outcomes for our customers and our team. We encourage each other to share experiences and opinions, AND to act on them. We empower you to do great things! More about Kasada Continually innovating and creating software to enable humans to take back control of the internet, Kasada empowers enterprises to both protect their businesses, and make smart decisions based on real data, real transactions and real growth. We stop the bots! Growing in Sydney, Melbourne, New York and San Francisco Bay Area, we are looking for people who are passionate about creating a secure and safe internet for businesses and people, everywhere. More about our benefits Regardless of location, or whether you work in the office, from home, or a combination of the two, Kasada is a highly collaborative team, and we are always looking for more ways to have fun! We support you with some great perks, such as: ample time off to relax and recharge, flexible working options, health & wellbeing options, flexible learning, Hackathon days, and more, as we continue expanding our benefits portfolio!

Keywords: Kasada, New York , Senior Customer Success Manager, Executive , New York, New York

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