The Customer Success Manager will optimize customer relations, achieve retention and renewal rates, and serve as a product expert while managing client needs and project management.
About DeleteMe:
DeleteMe is the leader in proactive privacy protection. We help security teams reduce their human attack surface by continuously monitoring and removing exposed personal data (PII) from the open web — the very data threat actors use to launch social engineering, phishing, Gen-AI deepfake, doxxing campaigns, physical threats, and identity fraud.
Operating as a fast-growing, global SaaS company, DeleteMe serves both consumers and enterprises. DeleteMe has completed over 100 million opt-out removals, helping customers reduce risks associated with identity theft, spam, doxxing, and other cybersecurity threats. We deliver detailed privacy reports, continuous monitoring, and expert support to ensure ongoing protection.
DeleteMe acts as a scalable, managed defense layer for your most vulnerable attack vector: your people. That’s why 30% of the Fortune 100, top tech firms, major banks, federal agencies, and U.S. states rely on DeleteMe to protect their workforce.
DeleteMe is led by a passionate and experienced team and driven by a powerful mission to empower consumers with privacy.
Job Title: Mid-Market, CUSTOMER SUCCESS MANAGER
Job Summary
As a Customer Success Manager you will act as the voice of the customer and work with customers as a strategic business partner to help them optimize their account around DeleteMe’s product offering. Customer Success Managers strive to understand how DeleteMe customers use our product and what additional product features will benefit our customer base. Success Managers help drive the retention experience for our customers and strategize on optimizing the entire customer lifecycle. A critical stakeholder for client success, Success Managers will be involved in project management, account management, customer retention, product/feature deployments, customer feedback loops, customer growth opportunities, and more.
Responsibilities
-Achieve high client retention and renewal rates, partnering with Sales to optimize net renewal rates.
-Proactively identify risk mitigation strategies to reduce client churn and contraction.
-Understand DeleteMe customer’s business needs and opportunities for growth with existing customers
-Act as a product expert and evangelist for DeleteMe’s customers and customer evangelist with internal DeleteMe stakeholders (Voice of the Customer)
-Work cross-functionally with a variety of departments on projects to enhance the product and customer experience
-Develop and implement best practices for client engagements to deliver continuous value.
-Lead Executive Business Reviews (EBRs) for high-value customers to demonstrate realized product value and strategic roadmap."
-Help create a referenceable pipeline of customers to highlight and elevate the DeleteMe brand and overall brand awareness throughout the privacy industry
-Create customer advocates within your book of business and help drive the new business pipeline with referral customers.
Experience
-Minimum of 2 - 5 years of experience working as a Customer Success Manager, Onboarding Manager, or Account Manager
-Experience working in a fast-paced SaaS environment.
-Experience developing deep client relationships to understand client needs and helping to optimize the customer experience.
-Proven experience in measurable churn mitigation and driving higher renewal rates.
-Demonstrated ability to increase product adoption and net retention, leading to improved customer health scores.
-Experience working cross-functionally with sales, marketing, product, and support teams to drive positive customer outcomes.
-Experience with project management principles and how to effectively manage stakeholder expectations.
-A deep understanding of the physical/cybersecurity or threat intelligence or landscape(s).
Skills:
-Positive and collaborative approach to problem solving.
-Excellent critical thinking and problem solving abilities.
-Excellent written and verbal communication abilities.
-Ability to effectively lead projects and manage stakeholder relationships.
What We Offer:
-Comprehensive health benefits - Medical, Vision, Dental
-Flexible work schedule
-100% work from home
-Generous 401k matching up to 6%
-20 days paid time off
-15 sick days
-12 company-paid holidays
-Childcare expense reimbursement
-Fitness and cell phone reimbursement
-Birthday time off
Top Skills
SaaS
DeleteMe Somerville, Massachusetts, USA Office
Somerville, MA, United States
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