ORDR is looking for an enterprise level Customer Success Manager (CSM) who is responsible for developing customer relationships that promote retention, and revenue growth via CSQLs to drive increased NRR. Our CSMs work with customers to continuously align the client’s business outcomes and goals to trackable KPIs via an aligned success plan. Our CSMs ensure customers are satisfied with the platform and consult with our clients about how to articulate and achieve full value within the ORDR platform. You must be energetic, passionate, adaptable and empathetic, desiring to make a real impact on the success of our customers and ORDR. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.
This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on ORDR Security’s growth in this new emerging marketplace. The role reports to the Director of Customer Success, the work is remote, located in the U.S.A, but preferably in the Central or East Coast region.
KEY RESPONSIBILITIES
- Guiding the customer during on-boarding and for the life of the subscription.
- Understand our customer’s goals and security requirements and create a joint success plan to meet those requirements (during onboarding and throughout the customer lifecycle journey)
- Lead the customer onboarding experience, adoption, and expansion across a range of relationships.
- Own customer renewals and ensure that ongoing business is prioritized within an assigned portfolio of customers.
- Develop strong partnerships with customer stakeholders, channel partners, and executive sponsors to drive product adoption.
- Identify and escalate risks to the customer and support team to achieve client success
- Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments.
- Identify risks with our clients actively and collaborate with internal teams to remediate client concerns.
- Establish relationships with customer executive sponsors, speaking on a frequent basis to strengthen relationships while uncovering new opportunities.
- Leverage key metrics to build a strategic plan to identify opportunities and challenges to a customer’s success.
- Deliver quarterly executive business reviews to clients to promote wider use of the ORDR platform, help identify and drive new use cases to enhance their ROI.
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty, retention and revenue growth within existing logos.
- Identify common customer challenges and actively provide feedback to product management and help ORDR hear the voice of the customer.
- Coordination leveraging ORDR’s technical resources to help resolve customer issues and drive adoption.
- Track and report on customer health, status, projects, progress, issues, and celebrate customer wins and achievements (internally and with customer)
- Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers.
- Develop and nurture customers to become Brand Ambassadors on behalf of ORDR, partnering diplomatically with inbound marketing team to both build brand and create new lead opportunities via customer advocacy.
EXPERIENCE & QUALIFICATIONS
- 5+ years of experience in customer-facing customer success, account management or strategic consulting organization.
- Ability to develop and drive KPIs for business outcomes with cyber security products
- Strong empathy for customers AND passion for customer success.
- Familiar (as a CSM) with networking and/or cybersecurity related products, strong communication, interpersonal, and customer service skills.
- Strong sense of ownership and creativity to solve for customer issues
- The ability to relate technical information to non-technical customers.
- Excellent communication, documentation, and presentation skills.
- Experience with CSM and CRM tools. Plan Hat is a plus but not required
- Diplomacy, tact, and poise under pressure when working through customer issues.
As an equal opportunity employer, we are open to considering every qualified candidate who is eligible and legally authorized to work in the United States on a full-time basis, without a need for sponsorship
Salary Range: $120,000 – $150,000 base. Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.
