Sr. Customer Success Manager
Washington, DC (Potential for Remote ET)Customer Success Customer Success /Full-time /RemoteAbout the PositionAs a Senior Customer Success Manager, you will be responsible for the overall success of a portfolio of our customers.
You will lead clients value realization journeys, coordinating a cross-functional team that spans Sales, Services, Support, Engineering, Product Management, and others.
To become a trusted advisor, you must become a subject-matter expert on Contrast s products, use cases, and application security best practices.
In this role, you will be one of our client's primary points of contact, working hand-in-hand with technical staff and executives to improve our products' performance, reliability, and business value.
You will also act as the customer's voice within Contrast to escalate problems and drive prioritization of business needs for our customers.
Your success in this role means higher customer satisfaction, retention, and expansion of Contrast business.
We guarantee there will always be an exciting moment while working at Contrast.
ResponsibilitiesDrive Customer Value:
engender a positive Experience for the customer, support their Transformation to meet objectives and seek full Engagement across their organizationCustomer Outcomes:
facilitate the setting of business outcomes and measurable objectives with the customerCustomer Intimacy:
cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership and become an expert on your customers deployment of Contrast.
Onboarding:
deliver and communicate Contrast value to the initial application teams supporting the initial value goalsAdoption:
ensure customers are adopting Contrast and receiving the anticipated results and value and help customers evangelize and roll out Contrast throughout their organizationAdvise:
share best practices; recommend solutions to meet changing customer requirements and emergent problemsMonitor:
regularly review adoption and usage trends and work closely with customer and Contrast teams to address adoption blockersSuccess Planning:
define and maintain success plans for customers that continue to outline the desired business outcomes, metrics for success (KPIs), potential issues, and action plansContrast Business Reviews:
communicate Contrast results and value; align on new objectives and plan going forwardEscalation Management:
Liaise with Engineering, Product Management and Sales to quickly remedy accounts in red statusAdvocacy:
develop and maintain Contrast advocates for references, case studies, etc.
and bring intelligent product feedback and recommendations from customers back to the Contrast Product teamProject Management:
Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders takes placePrioritization:
juggling multiple accounts and activities simultaneously with attention to detailOperational Excellence:
ensure smooth handoffs from sales to on-boarding and from on-boarding to business outcomes, adhere to processes and procedures laid down and maintain data integrity in recording systemsKnowledge:
remain up to date on Contrast product features and developed use cases to drive customers to best practice standardsCross-Functional Support:
partner with renewal and sales specialists to help ensure renewal and expansion opportunities are identified and closed successfullyCollaboration:
contribute to the development of industry-leading processes and best practices for delivering application securityQualifications5
years of experience working as a CSM at a B2B SaaS company5+ years of experience working with complex application security technology products and/or continuous integration environmentsSolid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOpsKnowledge of CI tools such as JenkinsKnowledge of application security and application security vulnerabilities and an understanding of the security market preferredBackground in multiple disciplines is a plus:
sales engineering, business consulting, project/program management, business operations, software development and deployment,Exceptional customer focus and bias for action, as well as the ability to translate customer business issues and goals and issues into actionable plans and solutions.
Demonstrated ability to adapt to new technologies and learn quicklyExceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, create content for documentation deliverablesBe mobile and be able to travel to client locations as neededExperience working on enterprise accounts (with ASP in the $100k
range)Experience working closely with VP
level executives at customersExperience with these types of engagements with customers:
Executive business reviews Training Creating structured programs to drive adoption at low-usage accounts Creating & executing against a Success Plan/Project Plan Proactive engagement based on insights from data Influencing change in complex organizationsComfortable in a fast-paced environment; does not get stressed easilyProcess-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goalAt ease demonstrating product functionality; ability to provide a comprehensive overview of key business use casesExercises listening and taking a thoughtful approach to address customer pain pointsA bachelor's degree or significant relevant business experience is required.
Business or technical degree preferredWe are focused on building a diverse and inclusive workforce.
If you re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
What We OfferSalary and Other CompensationThis position's standard base pay range is $120,000 - $180,000 annually.
This position is also eligible for a VCP and equity package subject to the terms of the Company s applicable plans.
When determining a candidate s compensation, we consider several factors:
geography, skill set, experience, job scope, and current market data.
BenefitsContrast Security offers the following benefits for this position, subject to applicable eligibility requirements:
Medical Insurance, Dental Insurance, Vision Insurance, 401(k) Retirement Plan with Employer Match, Life Insurance, Long Term Disability Insurance, Short Term Disability Insurance, Transit, and Commuter benefits, Flexible PTO, 56 hours of Annual Sick time, Paid Parental Leave and Paid Holidays.
DisclaimerThe salary, other compensation, and benefits information are accurate as of the date of this posting.
The Company reserves the right to modify this information at any time, subject to applicable law.
#LI-MA007 #LI-Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
You will lead clients value realization journeys, coordinating a cross-functional team that spans Sales, Services, Support, Engineering, Product Management, and others.
To become a trusted advisor, you must become a subject-matter expert on Contrast s products, use cases, and application security best practices.
In this role, you will be one of our client's primary points of contact, working hand-in-hand with technical staff and executives to improve our products' performance, reliability, and business value.
You will also act as the customer's voice within Contrast to escalate problems and drive prioritization of business needs for our customers.
Your success in this role means higher customer satisfaction, retention, and expansion of Contrast business.
We guarantee there will always be an exciting moment while working at Contrast.
ResponsibilitiesDrive Customer Value:
engender a positive Experience for the customer, support their Transformation to meet objectives and seek full Engagement across their organizationCustomer Outcomes:
facilitate the setting of business outcomes and measurable objectives with the customerCustomer Intimacy:
cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership and become an expert on your customers deployment of Contrast.
Onboarding:
deliver and communicate Contrast value to the initial application teams supporting the initial value goalsAdoption:
ensure customers are adopting Contrast and receiving the anticipated results and value and help customers evangelize and roll out Contrast throughout their organizationAdvise:
share best practices; recommend solutions to meet changing customer requirements and emergent problemsMonitor:
regularly review adoption and usage trends and work closely with customer and Contrast teams to address adoption blockersSuccess Planning:
define and maintain success plans for customers that continue to outline the desired business outcomes, metrics for success (KPIs), potential issues, and action plansContrast Business Reviews:
communicate Contrast results and value; align on new objectives and plan going forwardEscalation Management:
Liaise with Engineering, Product Management and Sales to quickly remedy accounts in red statusAdvocacy:
develop and maintain Contrast advocates for references, case studies, etc.
and bring intelligent product feedback and recommendations from customers back to the Contrast Product teamProject Management:
Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders takes placePrioritization:
juggling multiple accounts and activities simultaneously with attention to detailOperational Excellence:
ensure smooth handoffs from sales to on-boarding and from on-boarding to business outcomes, adhere to processes and procedures laid down and maintain data integrity in recording systemsKnowledge:
remain up to date on Contrast product features and developed use cases to drive customers to best practice standardsCross-Functional Support:
partner with renewal and sales specialists to help ensure renewal and expansion opportunities are identified and closed successfullyCollaboration:
contribute to the development of industry-leading processes and best practices for delivering application securityQualifications5
years of experience working as a CSM at a B2B SaaS company5+ years of experience working with complex application security technology products and/or continuous integration environmentsSolid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOpsKnowledge of CI tools such as JenkinsKnowledge of application security and application security vulnerabilities and an understanding of the security market preferredBackground in multiple disciplines is a plus:
sales engineering, business consulting, project/program management, business operations, software development and deployment,Exceptional customer focus and bias for action, as well as the ability to translate customer business issues and goals and issues into actionable plans and solutions.
Demonstrated ability to adapt to new technologies and learn quicklyExceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, create content for documentation deliverablesBe mobile and be able to travel to client locations as neededExperience working on enterprise accounts (with ASP in the $100k
range)Experience working closely with VP
level executives at customersExperience with these types of engagements with customers:
Executive business reviews Training Creating structured programs to drive adoption at low-usage accounts Creating & executing against a Success Plan/Project Plan Proactive engagement based on insights from data Influencing change in complex organizationsComfortable in a fast-paced environment; does not get stressed easilyProcess-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goalAt ease demonstrating product functionality; ability to provide a comprehensive overview of key business use casesExercises listening and taking a thoughtful approach to address customer pain pointsA bachelor's degree or significant relevant business experience is required.
Business or technical degree preferredWe are focused on building a diverse and inclusive workforce.
If you re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
What We OfferSalary and Other CompensationThis position's standard base pay range is $120,000 - $180,000 annually.
This position is also eligible for a VCP and equity package subject to the terms of the Company s applicable plans.
When determining a candidate s compensation, we consider several factors:
geography, skill set, experience, job scope, and current market data.
BenefitsContrast Security offers the following benefits for this position, subject to applicable eligibility requirements:
Medical Insurance, Dental Insurance, Vision Insurance, 401(k) Retirement Plan with Employer Match, Life Insurance, Long Term Disability Insurance, Short Term Disability Insurance, Transit, and Commuter benefits, Flexible PTO, 56 hours of Annual Sick time, Paid Parental Leave and Paid Holidays.
DisclaimerThe salary, other compensation, and benefits information are accurate as of the date of this posting.
The Company reserves the right to modify this information at any time, subject to applicable law.
#LI-MA007 #LI-Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
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