Customer Success Manager

FortifyData is looking for a Customer Success Manager to help with our current customer base by developing customer relationships that promote retention and loyalty. The ideal candidate will be responsible for overseeing the process of customer retention within FortifyData. Their duties include interacting with new, existing and potential customers on a regular basis and implementing customer service policies and procedures to enhance customer satisfaction.

Primary Role and Responsibilities

  • Primary point of contact for driving customer success
  • Ability to demo the product to prospective and current customers
  • Support our customers and partners in their efforts to successfully use the FortifyData platform
  • Work with sales to identify any renewal concerns or upsell opportunities
  • Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues
  • Lead strategic conversations with customers to align out platform as a solution to their business challenges and goals with the intent to renew and expand the engagement
  • Perform customer onboarding, health checks, and proactively alert customers of any impending issues
  • Conduct monthly or quarterly business reviews for top accounts
  • Collect customer feedback and work with Product Management to preemptively solve product issues
  • Document interactions, paths to resolution, and successes for both customers and internal audiences
  • Develop materials and presentations for executive level training and reporting
  • Perform strategic analysis of customer portfolios for clients
  • Set follow-up actions and provide regular updates on the status of active issues to all stakeholders
  • Manage customers issues and satisfaction like a continuous project

Desired Knowledge, Skills and Abilities

  • Minimum of 5 years of experience successfully engaging with customers and managing those relationships
  • Technical background preferably in cyber security
  • Experience working with Sales and Product teams
  • Extremely high interpersonal skills as well as strong verbal and written communication skills
  • Ability to troubleshoot issues and the ability to problem solve independently
  • Experience in project management with a proven track record of managing multiple projects to completion

Additional Information

  • Base salary
  • Unlimited PTO
  • Health benefits
  • Temporary remote working
  • Fast paced, startup-type environment

To apply, email your resume and a cover letter to careers@fortifydata.com.