Customer Success Manager

ABOUT BLACK KITE

As a thought leader in a space we're reinventing, Black Kite is paving the way in the cyber rating industry across the globe. At Black Kite, you'll find a disruptive, cutting-edge environment. It's a place where being proactive is rewarded, and each day is more innovative than the last. This drive permeates everything we do – from how we develop our products to engaging with our customers to how we get things done. 

One of the best benefits of working with a groundbreaking company like Black Kite is the tremendous impact employees have on the overall product and business. Each person's work directly affects the outcome of the finalized product and the organization's success overall. We are securely backed by some of the savviest investors in the industry; therefore, you get the security of an established organization and, at the same time, get to experience the agility and autonomy of a smaller company.

ABOUT THE ROLE

Black Kite is seeking a dynamic Customer Success professional responsible for managing accounts by allocating appropriate time to high-priority goals, requirements, and expansion opportunities. You must be capable of developing and maintaining relationships at all levels, including executive-level relationships through opportunity planning, executive involvement, and value selling. The right candidate will have the proper skills to develop a keen understanding of the customers' needs and challenges and help design solutions with lasting meaningful business impact. A complete understanding of the Cyber Security and Third-Party Risk industries is a plus. 

Within the Customer Success department, the Customer Success Manager will report directly to the Director, Customer Success.
 

CORE RESPONSIBILITIES
 

• Build strong relationships with economic buyers, business champions, and technical champions
• Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty
• Onboard new customers
• Provide follow-up training to existing and new customers
• Use and leverage CRM tools (e.g., Salesforce)
• Use and leverage Customer Success tools (e.g., ChurnZero)
• Identify and qualify expansion opportunities resulting in elevated relationships
• Work with internal teams to resolve any technical issues and improve the product to meet customer demands
• Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics
• Analyze platform usage data and help devise strategies leveraging our software to increase platform engagement
• Remain current on relevant industry and internal company products, pricing, markets, and developments 

QUALIFICATIONS

• Experience in SaaS platforms, preferably technical platforms
• Demonstrated success in achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations
• Experience in CRM/CS tools
• Strong communication and presentation skills
• Excellent written and oral communication skills
• Understanding of the Cyber Security space
• Good technical aptitude
• Proficient with MS Office
• Must be detail-oriented, able to task-switch, meet deadlines and operate with minimal supervision

 Why you’ll love Black Kite:

• Competitive Salary
• Company Stock Options
• 401k Options
• Medical, Dental & Vision Coverage
• Flexible PTO & generous holiday time off
• Paid Parental Leave
• Hybrid work environment with Commuter Benefits