Customer Success Manager

$124,800 - $145,600/Yr

Vaco - Jersey City, NJ

Full-time - Mid Level

Remote - Jersey City, NJ

Administrative and Support Services

About the position

The Customer Success Manager at Vaco is a pivotal role designed to enhance the technical aspects of customer success processes. This position is integral to ensuring that customers receive exceptional onboarding, training, support, and technical enablement. As a part of a rapidly growing, venture-backed organization, the Customer Success Manager will work in a fully remote environment, collaborating with various teams to drive customer satisfaction and success. The ideal candidate will be a strategic and tactical leader, possessing a growth mindset and a proactive approach to problem-solving. In this role, you will participate in cross-functional projects, manage training functions within the Customer Success department, and serve as the technical point of contact for Customer Success Managers. You will be responsible for escalating technical issues to the engineering and development teams, ensuring effective communication with management and other departments. Balancing long-term and short-term goals will be essential, as you prioritize activities to meet customer needs and expectations. The Customer Success Manager will actively engage in curriculum planning for new product training, recommend solutions for project issues, and build strong relationships with key stakeholders. Your focus will be on providing an exceptional customer experience, managing customer expectations, and ensuring that all deliverables meet the required standards. Tracking key account metrics and identifying growth opportunities will also be part of your responsibilities, as you collaborate with the team to achieve sustainable growth.

Responsibilities

• Participate in cross-functional projects
• Own and maintain training functions within the Customer Success department
• Manage multiple projects/tasks with minimal supervision
• Serve as the technical point of contact for Customer Success Managers
• Escalate technical issues and questions to the engineering and development teams
• Communicate effectively with management, team members, and other departments
• Balance long and short-term goals by prioritizing activities
• Actively create and participate in curriculum planning sessions for new product training
• Recommend and implement solutions when project issues arise
• Build strong customer relationships with key stakeholders and sponsors
• Strive to provide exceptional customer experience
• Manage customer expectations and lead them to satisfaction
• Ensure all deliverables arrive in good order, on time, and meet customers' requirements
• Track key account metrics
• Communicate progress to both internal and external stakeholders
• Identify growth opportunities
• Collaborate with our team to achieve sustainable growth

Requirements

• Experience as a Customer Success Manager or in a similar customer-facing role
• Prior cybersecurity experience required; technical experience in threat intelligence preferred
• Excellent oral presentation and customer interaction skills
• Technical and troubleshooting skills in at least one software application or technology
• Proven track record of Technical Account Management or relevant experience
• Experience in managing multiple stakeholders and projects
• Customer-oriented, attentive listener
• Critical thinker and problem solver
• Team player with good time-management skills
• Strong interpersonal and communication skills
• Experience with sales software such as Salesforce, Churn Zero, or other CSM tools
• Experience with security applications and defense infrastructure