Customer Success Manager - Cyber Security

The Role

We are seeking a detail oriented, proactive, and customer obsessed Customer Success Manager with a track record of success managing SaaS customer accounts.

You will be the primary point of contact for our growing list of Optery for Business customers that span small and medium sized businesses (SMB) all the way up to large publicly traded and Fortune 500 enterprise accounts (https://www.optery.com/business/). You will be responsible for managing and nurturing relationships with your customers, and ensuring high levels of customer satisfaction. You will understand their unique needs and deliver tailored data security solutions.

You will primarily interface with information security and IT professionals that are utilizing Optery to protect their executives, employees, and customers.

You should have a strong background in privacy and cyber security tools such as VPN, anti-virus, endpoint security, privacy browsers, ad and tracker blockers and/or identity theft protection and monitoring. With this job you will become an expert in personal data protection and Optery’s award winning personal data removal software.

In addition to managing existing customer accounts, you will also perform platform demos, deliver pricing, and have sales meetings with new and existing customer prospect accounts to drive business growth, and maximize revenue opportunities within your assigned accounts. This is not a sales position, but it does have some sales and account management responsibilities. It is an excellent opportunity for someone that is looking to develop solid customer success experience and solid cybersecurity industry experience and leveraging that for future career growth.

This role requires a strong combination of technical knowledge, customer success, sales expertise, and exceptional interpersonal skills.

You will work closely with Optery’s CEO and other executives to develop and implement customer success strategies and tactics that drive revenue and align with the company's overall goals and objectives.

Key Responsibilities

• Develop and maintain long-term relationships with clients, acting as their primary point of contact.
• Understand clients' business objectives, challenges, and data security requirements.
• Conduct regular account reviews to assess customer satisfaction, identify growth opportunities, and address concerns.
• Collaborate with internal teams to ensure the successful implementation and delivery of data security solutions.
• Identify upsell and cross-sell opportunities within assigned accounts to drive revenue growth.
• Develop account strategies and action plans to achieve sales targets and exceed customer expectations.
• Collaborate with the sales team to prospect and qualify new business opportunities.
• Prepare and deliver compelling presentations, proposals, and demonstrations to clients.
• Develop and maintain a deep understanding of Optery's products and services
• Articulate the value proposition of Optery’s products and services, addressing clients' technical inquiries.
• Stay updated on the latest trends and advancements in data security and related technologies.
• Document processes and procedures in internal SOPs and instruction sets
• Proactively identify and resolve customer issues, ensuring prompt and effective resolution.
• Collaborate with other team members (e.g. marketing, product, customer support, sales) to ensure clients' needs are met in a timely and satisfactory manner and company goals are met.
• Serve as an advocate for clients within the organization, ensuring their feedback and concerns are addressed.
• Represent Optery at industry events, conferences, and other networking opportunities to build brand awareness and generate new business leads
• Ensure a smooth onboarding experience for new clients
• Report regularly on customer statuses and success to senior leadership
• Travel to customer meetings as needed

Qualifications

• Bachelor's degree
• Track record of professional success and achievement
• At least 3+ years of experience as a Customer Success and/or Account Manager for a SaaS product, or a similar role such as Sales, Customer Success, and/or Customer Support
• 2+ years in the cybersecurity or data privacy industry is strongly preferred
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with enterprise-level clients
• Analytical and data-driven, with experience using reports and metrics to inform decision-making
• Strong leadership skills, with the ability to motivate and inspire team members
• Ability to build and maintain relationships with enterprise-level clients
• Strong technical aptitude and knowledge of data security and privacy concepts, tools, and technologies
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving client needs.
• Self-motivated, proactive, and capable of working independently as well as part of a team.

Location

While Optery is a fully-remote global team, this is a U.S.-based position and you will be required to work regular U.S. business hours, i.e. in the U.S. Eastern, Central, Mountain, and/or Pacific time zones.

Compensation & Benefits

• $40K - $80K
• Competitive equity
• Great health, dental, and vision insurance
• 401k program with employer match
• Paid time off policy
• Stipend for home office setup

Equal Opportunity

Optery values diversity and is an equal opportunity employer. Optery does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.