Customer Success Manager

Abacode - Tampa, FL

Full-time - Mid Level

Remote - Tampa, FL

Administrative and Support Services

About the position

The Customer Success Manager at Abacode is responsible for fostering strong relationships with current and potential customers, ensuring their success in cybersecurity and compliance. This role involves understanding customer needs, conducting business reviews, driving renewals and upsells, and collaborating with internal teams to enhance customer satisfaction and retention.

Responsibilities

• Build and maintain strong customer relationships.
• Develop and nurture relationships with key stakeholders, including executives.
• Understand customer Cybersecurity and Compliance needs and provide guidance and support.
• Perform Quarterly, Semi-Annual, or Annual customer business reviews to ensure alignment on objectives and satisfaction.
• Facilitate onboarding experiences in collaboration with the Implementation team.
• Drive renewal and upsell opportunities by identifying customer needs.
• Work with the sales team to develop strategies for upselling additional services.
• Monitor customer satisfaction levels and address concerns proactively.
• Develop strategies and plans for achieving customer objectives.
• Collaborate with cross-functional teams and share customer feedback for product improvements.
• Maintain administration of assigned accounts in the Company's CRM.
• Support company and/or channel partner trade shows and events.
• Interact with customers via various communication channels to provide support and information.
• Utilize CRM to maintain customer accounts and records of interactions.

Requirements

• Bachelor's degree preferred but not required.
• Experience communicating with high-level executives in enterprise accounts.
• Familiarity with standard concepts and practices in the IT Security Field.
• Experience with Salesforce or other CRM systems.
• Proficiency in Microsoft Excel and Word.
• Prior experience as a Customer Success Manager or in a customer-facing role.
• Excellent verbal and written communication skills.
• Superior customer service skills.
• Excellent time management and organizational skills.
• Ability to build rapport through various communication methods.
• Strong collaborative and teamwork skills.
• Ability to work with minimal supervision.

Nice-to-haves

• Experience with Gmail and Google Docs.
• Experience with web browsers (Chrome, Internet Explorer, etc.).

Benefits

• Hybrid Work Policy with flexibility to work from home on certain days.
• Unlimited Paid Time Off.
• $375 monthly contribution toward health insurance premium.
• Competitive 401k program.
• Access to a mentor/mentee program for professional growth.