Customer Success Manager

Customer Sucess Manager

Location: Remote or NYC, NY

Reporting to Director, Customer Success

Our Customer Success team will be tasked with developing relationships that promote retention and loyalty. You will serve as the primary client program manager post-sale, serving at once as the face of our organization to our clients, as a customer advocate and project manager. You’ll work with multiple teams across the organization to ensure successful delivery of programs including digital advertising, webcasts, podcasts, custom content, interviews, and more.

Your typical day will consist of being connected with clients through the sales team, creating their program timeline by working with producers and managers in all areas of our business to create timelines and plans for product delivery. You will manage all internal and client deliverables, ensuring programs are successful and running on time. You will manage and deliver on customer expectations. 

KEY RESPONSIBILITIES

• Create detailed program plans for clients based on internal processes and deadlines
• Collaborate effectively with teams across the organization including sales, production, content, marketing, and audience to ensure all deliverables and program components are completed on time
• Ensure that customers derive maximum value from their investments with us and fully leverage our products on an ongoing basis
• Utilize our project management software and CRM systems to the fullest to document and communicate client interactions
• Work with Client Success colleagues and others to continuously improve and document our processes
• Be a customer advocate across the business to ensure the best possible customer experience

QUALIFICATIONS

• High emotional intelligence
• Empathy and thoughtfulness in customer interactions
• Agility and flexibility
• Highly organized and detail orientated
• Articulate and creative communicator with excellent writing and grammar skills
• Project manager with a proactive approach to challenges
• 5+ years direct customer support experience
• Comfortable with cross-team influencing
• Demonstrated interest or experience in leveraging AI technologies to drive innovation, efficiency, and value creation.
• Ability to adapt to a fast-paced environment and stay updated on industry trends and advancements in AI technology

Highly desired:

• Experience with media products a huge plus
• CRM experience (Salesforce a plus)
• Project management software experience, especially Monday.com

Job Information (NYC)

For individuals assigned and/or hired to work in New York City, CRA is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York City and takes into account numerous factors that are considered in making compensation decisions including but not limited to a candidates' qualifications, skills, competencies, experience and location. A reasonable estimate of the current range is $65,000 to $70,000, which does not include other compensation benefits package.

Equal Employment Opportunity 
CyberRisk Alliance is committed to equal employment and advancement opportunity for all employees and candidates for employment without regard to race, color, ancestry, national origin, religious creed, gender, physical or mental disability, veteran status, sexual orientation, age or marital status in accordance with the applicable laws and regulations.

About CyberRisk Alliance
About CyberRisk Alliance CyberRisk Alliance (CRA) is a business intelligence company serving the high growth, rapidly evolving cybersecurity community with a diversified portfolio of services that inform, educate, build community, and inspire an efficient marketplace. Our trusted information leverages a unique network of journalists, analysts and influencers, policymakers, and practitioners. CRA’s brands include SC Media, Security Weekly, ChannelE2E, MSSP Alert, InfoSec World, Identiverse, Cybersecurity Collaboration Forum, its research unit CRA Business Intelligence, the peer-to-peer CISO membership network, Cybersecurity Collaborative, and now, the Official Cyber Security Summit and TECHEXPO Top Secret. Click here to learn more.