Customer Success Representative, Polarity

Company Background

Founded in 2019, Polarity serves more than 60 large enterprise customers across industries, including financial services, government, and technology. Like ThreatConnect, its users are in cyber threat intelligence, security operations, threat hunting, and incident response teams. More than a dozen enterprise customers already use the technologies together and have seen the multiplicative value. To learn more, please visit https://polarity.io/

Polarity streamlines security analyst workflow, allowing them to dramatically improve the efficiency of their threat detection and response efforts without switching context or leaving their pane of glass by bringing contextual data from more than 200 sources of security alerts, logs, threat intelligence indicators, and incidents.

Job Description

We’re looking for a Customer Success Representative (CSR) who can hit the ground running in a fast-paced, quickly evolving environment. The position will report to the SVP and will provide solutions-based support to the company’s most important customers. The right candidate will bring deep knowledge of the ThreatConnect customer journey and related technologies and will bring deep knowledge of deployments to drive mutual success. 

CSRs are key in ThreatConnect’s customer support organization. With advanced problem-solving, account management, and customer interaction skills, CSMs empower customers to become powerful players in threat intelligence, intelligence-powered security operations (IPSO), and risk quantification.

About You

• You think of the user first. This is a customer-facing role that sets you as the advocate for multiple customers. You enjoy interfacing with customers and make sure executive teams understand the value ThreatConnect brings to their organization. 
• You love solving problems. Helping customers develop new and exciting ways for the various applications in their environment to work together, even when out-of-the-box solutions aren’t present. 
• You are collaborative. You're a team player who puts the interest of the team above your own. You display a positive attitude, are open, and enjoy contributing. 
• You’re a natural leader. No matter where you find yourself, others tend to gather around you, leading to encouragement and mentoring.
• Customer Success is your passion. It doesn’t just provide a paycheck, you are genuinely interested in what you do and the impact that it has on others.

In this role you’ll get to...

• Contribute towards Customer Success Plans
• Measure customer metrics
• Drive high levels of customer engagement
• Assist customers with their challenges when they arise
• Partner with Sales to track renewals, build value, and expand contracts within the customer base
• Work cross-functionally with the sales and product teams to communicate customer needs 
• Develop and drive customer success outcomes
• Manage customer account portfolios

In the first month we’ll expect you to…

• Be proactive with learning the Polarity product
• Have time management skills that would allow you to complete tasks without manager oversight
• Understand why customers choose ThreatConnect and the value proposition

At 3 months we'll expect you to...

• Know the Polarity product and be able to work with customers on integration use-cases and run customer calls
• Understand the Polarity product at an executive and analyst level
• Drive enterprise customer lifecycle journeys as an assigned CSM

At 6 months we’ll expect you to…

• Continue developing your skills in order to provide value to customer organizations
• Take additional ownership of key Polarity accounts from a customer success perspective
• Deliver business reviews to customer stakeholders
• Drive time to value for enterprise customer onboardings

At 12 months we’ll expect you to…

• Be self sufficient and have the ability to handle any tasks that is presented in your day to day interactions with customers
• Successfully drive value plans for customers leading to revenue retainment and growth

Required Skills

• Thorough knowledge and proven history of demonstrated customer success behavior
• 3-5+ years experience in a similar role 
• Ability to have a deep technical understanding of the Polarity product and communicate that technical understanding in discussions with customers
• Strong communication skills that can translate within all levels of a customer's organizational hierarchy. This includes presentation skills for technical as well as business-driven initiatives
• Ability to manage yourself and others through innovative processes, making effective decisions to ensure success
• Ability to travel for the role

Desired Skills

• Consultative background

Work-life balance

• Unlimited Paid Time Off (PTO)
• Employee recognition program
• Employee referral program
• Military leave options available
• Education reimbursement program for job-related college courses and professional training

Medical

• Medical plans and prescription drug coverage
• Dental coverage
• Vision coverage
• Company-paid short term and long term disability
• Company-paid insurance and AD&D coverage
• Pet Insurance

Financial

• 401K retirement savings plan with company matching program
• Health Savings Account
• Flexible Spending Accounts (medical, dependent care, transit and parking)
• Cell phone stipend
• Paid Parental Leave

Research shows that while men apply to jobs when they meet about 60% of job criteria, women and individuals from marginalized groups tend to apply only when they check every box. If you think you have what it takes but you’re not sure that you check every box, apply anyway!