Strategic Customer Success Manager

Paladin is growing fast. We are looking for a Strategic Customer Success Manager as a foundational hire onto our Customer Success team. You will onboard companies who have yet to implement Paladin, consult with current users to ensure they’re successful with Paladin, and prove our value to our partners by quantifying how we have lowered their overall cyber risk. We’re looking for someone with a growth mindset, a bias towards action, and above all else a problem solver that figures out how to get it right for our users. Culturally, people with low egos, high EQs, intellectual curiosity, and a bit of a tinkerer side tend to feel among their tribe at Paladin.

As a Strategic Customer Success Manager at Paladin, you’ll be working directly with Paladin users throughout the deployment lifecycle. Our users are often SMBs who aren’t technical themselves but are eager to gain cyber security protections (think: office manager at a 20 person law firm; dispatcher for a trucking company). You will be responsible for meeting end users where they are, brainstorming how Paladin can optimize their workflows, and helping end users get the most value out of Paladin.

In this role you’ll have three key goals: one, ensure our users are seeing enormous value from our suite of cyber protections. This means driving onboarding and engagement metrics in conjunction with our Product team, and proving to our customers and partners with data how Paladin has helped mitigate their cyber risk. Two, as you build deeper relationships with our customers, you’ll be on the hunt for opportunities to solve additional pain points through products that deepen our relationships and expand our contracts in scope and revenue. And three, you’ll help serve as a trusted “voice of the user” back to the Product and Engineering teams, as you gather and translate user feedback (including feature requests and bugs), weigh in on product roadmap, and help communicate new feature releases.

##Responsibilities:

Onboard companies onto Paladin Shield, delivering predictable experiences and strong customer adoption. Interpret metrics and present solutions to executive audiences Serve as the trusted partner and go-to point of contact for our customers on implementation and onboarding metrics, customer success, and cybersecurity best practices. Develop process documentation for existing and best practices for common responses to customer questions and newly implemented processes. Maintain a list of FAQs. Partner with Product Management, Engineering, and the rest of the Success team to share customer use cases and pain points. Collect customer feedback and synthesize for the team internally on new products and features. Upsell to existing end users Display empathy for customer needs and keep stakeholders (internal/external) informed. As necessary, roll up your sleeves and solve customer problems by responding to incoming support tickets, phone calls, etc. in a timely, helpful, and professional manner.

This is an individual contributor role that reports to the Head of Customer Success. As the Success team expands, this role has the potential to grow into a team lead role.

Some examples of projects you will work on in this role include: building and implementing Standard Operating Procedures for how we onboard new companies; writing tickets (we use Jira) for the Product and/or Engineering teams to help them understand discrete product issues that need to be solved; measuring and reporting on the outcomes of user onboarding campaigns in order to improve our conversion rates; building the content for and running executive-level business reviews with key points of contact among our customers; running (virtual) training sessions for insurance brokers to communicate the value of Paladin’s platform.

##Minimum qualifications:

-3-7 years of work experience; 2+ years in an implementation, success, or onboarding role, delivering for external customers. Experience with a SaaS product is strongly preferred. -Enjoy building relationships with customers and solving their problems. For you, positive customer feedback makes you smile and brightens your day. -Be excited to “dive into data,” and have a strong ability to analyze, interpret, and present user metrics -Ability to prioritize and “get sh*t done.” You possess a strong sense of urgency in driving projects to completion. -Can speak to past experiences of getting projects across the finish line repeatedly and on-time. -Strong communication skills and the ability to explain complex analyses to non-technical audiences. COnfidence in discussing technical frameworks (e.g., APIs). -You’re naturally curious, love learning new things, and are proactive in sharing knowledge with others. -High tolerance for ambiguity. You should be excited that your priorities will change over time, in large part based on what you communicate are the most important things you should be working on. -Low ego. You know when something is over your head and aren’t afraid to ask for help. -Project management experience

##Bonus qualifications:

Consulting background, sales or similar experience at the enterprise level strongly preferred. 2+ years experience at a high-growth and/or early-stage software company. Experience with our customer communication stack is helpful but not required (ZenDesk, CustomerIO, Jira, Slack).

##About Paladin Cyber

In our hyper-connected digital economy, cyber risk has become the top business concern as cybercrime causes a trillion dollar drain on the global economy every year. Small and mid-sized businesses (SMBs) are the backbone of our economy but struggle to achieve cyber resilience as it can be a complicated, expensive, and time-consuming process.

Paladin is a leading cybersecurity provider protecting thousands of SMBs. We're on a mission to make holistically addressing cyber risk easy, especially for organizations without large security teams. Our platform drastically reduces the likelihood of falling victim to cyber threats for SMBs by combining: Easy-to-implement protections Proactive alerting of critical issues Automation of crucial security operations Clearer visibility into risk Accessible security expertise We partner with insurance carriers, brokers, and other risk aggregators to make cyber resilience achievable for all organizations.

Paladin is actively protecting thousands of users today, and that number is increasing at an exponential rate every month. We're in the early days of building a very special company that is mission-driven with strong unit economics. We're a tight-knit, focused, team that is unified by a passion for helping our customers fight cyber threats. Every Paladin is an owner of our business, our culture, and the outcomes we deliver to our customers. We're backed by Eniac Ventures, Fika Ventures, Lightbank, Cyber Mentor Fund, and other leading investors.

##Benefits: Paladin provides a number of benefits to help you bring your best self to work: Competitive compensation and equity packages Health, dental, and vision insurance Parental leave 401(k) plan Technology allowance - tell us what tools and tech you need to get your job done, and it’s yours