Customer Success Manager

About Us

At Resilience, we’re creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management.

Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities – and built by prominent leaders and innovators from the insurance, technology, and cybersecurity industries – Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations. 

Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies - all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one. 

Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team.

As a Customer Success Manager, you will lead our efforts in ensuring the success and satisfaction of our customers. You will be responsible for building and maintaining strong relationships with key clients, understanding their needs, and strategizing to drive long-term value and loyalty. The role requires a blend of communication and problem-solving skills to deliver exceptional service and achieve business objectives.

This role is located in either our San Francisco or Los Angeles office.

Responsibilities

• Proactively engage with customers to understand their goals, challenges, and feedback.
• Develop and execute Customer Success strategies to maximize retention, expansion, and satisfaction among our client base.
• Serve as the primary point of contact for assigned accounts, building trusted advisor relationships with key stakeholders.
• Conduct regular business reviews with clients to review performance, identify opportunities , and align on goals and priorities.
• Collaborate cross-functionally with Sales, Product, Underwriting, & Marketing to ensure a seamless customer experience and drive customer outcomes.
• Proactively identify and address any issues or concerns raised by customers, working to resolve them in a timely and satisfactory manner.
• Monitor customer health metrics and usage data to identify trends, risks, and opportunities for improvement.
• Lead efforts to upsell or cross-sell additional products or services to existing customers based on their needs and usage patterns.
• Advocate for customer needs and feedback internally, influencing product roadmap and development priorities.
• Mentor and coach junior members of the customer success team, providing guidance and support as needed.

Qualifications

• 3-5 years of experience in customer success with a proven track record of driving customer satisfaction & retention.
• Experience with cyber security preferred.
• Excellent communication and interpersonal skills, with the ability to build rapport, influence others, and negotiate effectively.
• Strong strategic thinking and problem-solving abilities, with a focus on driving business outcomes and delivering value to customers.
• Proficiency in CRM software and other relevant tools for managing customer interactions.
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders simultaneously.
• Passion for delivering exceptional customer experience and a commitment to continuous improvement and learning.

What Resilience Offers You

Innovative company culture

Flexible work schedules

Family paid leave

Paid healthcare for employees

401k

Professional development & career advancements

Flexible paid time off

Employee referral bonus

Accommodations and Accessibility

We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources team at [email protected].