Successful Customer Success Managers will maintain and increase customer growth through establishing themselves as trusted advisors in the cybersecurity industry and building strong customer relationships.
The Customer Success Manager is the primary business and technical contact for customers and acts as their advocate for their use of the Brinqa platform and services. The CSM maintains all aspects of the relationship from managing possible product issues, filing and advocating for enhancements, partnering with engineering & sales, helping plan for new releases and rollouts, and otherwise participating in the overall account management of the customer.
The CSM will manage all of their customer’s cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer’s business or impacting Brinqa's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue. This position is an Individual Contributor position and reports to the Vice President of Customer Success.
We understand imposter syndrome is a real thing and the confidence gap can get in the way of meeting spectacular candidates - please don’t let that stop you! We’d love to hear from you.
Manage and cultivate the relationship and communication with customers
Drive resolution of production issues, including: escalation, strategy sessions and distribution of knowledge throughout the company
Acquire and maintain knowledge of existing systems and processes and new systems and processes in order to provide accurate assistance and training to customers and new CS Team members
Act as a trusted advisor for Brinqa products through understanding features, such as our integration to data sources, reporting, and dashboarding
Interface with internal groups for problem resolution and issue escalation
Champion the Voice of the Customer inside Brinqa
Track customer issues via the Service Desk for communication and resolution
Contribute to identifying upsell opportunities and new use cases
Track record of successful customer service and customer success management on multiple concurrent projects to enterprise customers within a complex and dynamic environment
Solid understanding of Salesforce, Google Docs, and ability to learn Brinqa’s platform and internal tooling
Comprehensive skillset and knowledge of program management, related tools, and methodologies
Familiarity and experience managing Cybersecurity projects is a plus