Customer Success Manager (Unit 42)

About the Role
As part of the Unit 42 team, this position focuses on ensuring the successful adoption of U42 offerings and driving the up-sell of additional services/products. We seek experienced SaaS sales or customer success professionals with cybersecurity domain expertise who are eager to impact a fast-paced, high-growth environment. The role is remote, promoting collaboration across distances while fostering a culture of trust, accountability, and shared success.

Your Impact

• Own the customer onboarding, adoption, satisfaction, and advocacy for a portfolio of clients.
• Provide high-touch customer outreach immediately post-close to guide customers through the onboarding process.
• Drive timely adoption of the offering hours to ensure customer satisfaction.
• Inform customers about refresh needs and options.
• Proactively identify upsell and renewal opportunities to grow revenue.
• Facilitate portfolio renewals efficiently.
• Develop trusted advisor relationships with customer stakeholders, including executive sponsors and partners, driving cybersecurity solution adoption.
• Serve as the first line of defense for customer support requests and coordinate timely resolutions with consulting teams, aspiring to become a subject matter expert.
• Maintain continual communication with customers regarding U42 messaging, updates, events, and feedback channels.
• Understand typical business challenges faced by customers and correlate services with associated business benefits.
• Advocate for customer needs when influencing service and product development.
• Collaborate closely with sales and consulting teams to enhance customer service processes.
• Manage performance metrics such as CSAT, renewal rates, and customer engagement.
• Foster and cultivate relationships with CISOs to influence strategic spending.

Qualifications

• Preferred experience in building new programs within evolving organizations.
• Strong consulting and project management skills with a proven record of serving as a trusted advisor.
• Track record of managing customer escalations while maintaining customer expectations and negotiating resolutions successfully.
• Highly data-driven with a strong commitment to following established processes.
• Enthusiastic about engaging consistently with all customers in your portfolio.
• Team player committed to integrity and continually improving customer service.
• Willingness to partner cross-functionally with Sales, Operations, and Consulting teams.
• Previous experience with a cybersecurity or enterprise software company is preferred.
• Ability to multi-task and operate effectively in a fast-paced environment.
• Familiarity with the latest customer success techniques and technologies is a plus.
• Willingness to work nights and weekends as needed.
• Experience with Tableau is an advantage.
• Flexibility for travel is required.

The Team
The Customer Success team is vital to our company’s mission. This team enables customer success by providing ongoing support to clients after their purchases. Our commitment to customer care evolves with new threats and technological changes, ensuring our clients remain securely supported. Responsibilities include implementing new solution offerings, transitioning between old and new solutions, and addressing integration issues as they arise.

Our Commitment
We are trailblazers who dream big, take calculated risks, and challenge the status quo in cybersecurity. Accomplishing our mission relies on diverse teams working collaboratively.

We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance due to a disability or special need, please contact us.
We are an equal opportunity employer and celebrate diversity in our workplace, ensuring equal consideration for all applicants without regard to legally protected characteristics.