Commercial Customer Success Manager, America

Secure Code Warrior

Secure Code Warrior

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Thursday, May 30, 2024
Join Secure Code Warrior to create a safer digital landscape by assisting companies to secure their software through developer-led practices!
Secure Code Warrior’s mission is to establish new standards for coding that transform the ways software is created. We do this by providing the world’s leading agile learning platform that delivers the most effective secure coding solution for developers to learn, apply, and retain software security principles. More than 600 enterprises trust Secure Code Warrior to implement agile learning security programs, build safer software, and create a culture of developer-driven security. We are a venture-backed company with offices in Australia, the United States, Belgium, Iceland, and the United Kingdom.
Commercial Customer Success Managers at Secure Code Warrior take our customers from ordinary to extraordinary through a personalized success journey that guides, coaches, and nurtures their organization through maximum engagement and adoption, resulting in best-in-class cybersecurity practices.
As a CSM with Secure Code Warrior, you are our biggest fan. You go beyond advocating for our products and fervently showcasing the value we bring to customers, jumping up and down to ensure customers are well aware of our impact on their business.
Let’s face it: you’re going to be talking to people all day, every day, so it’d be safe to call you a people person, right? Our CSMs have great stakeholder management: you'll work across multiple teams on daily challenges, using your resourcefulness to find solutions and deliver with a goal to delight.

Your responsibilities include (but are not limited to):

  • As a Commercial Customer Success Manager, you will set the overall vision and strategic plan for your customers within our mid-market and SMB segments, focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention
  • Develop customer onboarding and success motions integrating processes, content, and data insights
  • Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across your customer base
  • Drive operational practices to track the performance of your clients, ensuring that a success plan is followed throughout their journey
  • Cultivate, build, and maintain relationships with multiple levels within your assigned customer's organization, from program management to economic decision-makers
  • Build and consistently present quality business reviews for your assigned book of business, showcasing metrics, defined value, outcomes, product roadmap, relationship alignment, and usage best practices
  • Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices
  • Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption
  • Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution
  • Help mitigate churn and drive expansion through strong customer advocacy and referenceability

We’d love to chat if you have:

  • Proven experience working in customer success, account management, renewals, or sales
  • Demonstrated working experience within a technology or software company, ideally for a SaaS or subscription enterprise software company
  • Experience driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices
  • Proven ability to develop client strategies, translate them into real initiatives, track successful delivery, and put customer technical programs into action
  • Ability to work with distributed teams across cultures and geographies
  • Possess strong communication and interpersonal skills
  • Agility and flexibility in responding to evolving business priorities and dealing with challenges
  • Experience successfully working with executives and decision-makers
  • Strong operational and business-building skills that will drive organizational efficiencies and customer satisfaction
  • Ability to collaborate across the organization and with external clients and partner stakeholders
  • A Bachelor's degree from an accredited college or university required
You're joining us at an exciting stage in our journey, and are key to our future success. You’ll have the opportunity to create impact, deliver on your ideas, and use your spark; experience and expertise to help us live long and prosper.
Warriors have full flexibility. We appreciate that you’ll do your best work when you’re rested and energized. With our business operating globally, there’s no 9-5 grind at Secure Code Warrior. You’re encouraged to work the days, times and in the way that suits your best. We also offer generous leave and work from home options so you can make work work for you.
We’re a tight-knit team that values humility, diversity, giving back to the community and to each other. Giving back is key to being a Warrior, and we do what we can to make the world a little bit brighter as we work to make it more secure.
Diversity. Inclusion. They’re more than just words for us. They’re the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company where every single person feels safe and celebrated. We have a global, multicultural following—we want to reflect that inside our walls and ensure people come as they are, we like it that way!