Customer Success Manager

Description

At Cycode, we are on a mission to bring peace of mind to businesses by helping them deliver safe code faster. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent. Our platform combines state-of-the-art technology with cutting-edge design to provide seamless and secure experiences for our users. We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.

Cycode was founded in 2019 and is backed by top venture capital firms YL Ventures and Insight Partners. We’ve received numerous awards and recognition including being named one of the top cybersecurity startups in the Cyber Defense Magazine Top 100 (2020), Accel 2021 Euroscape Top 100, Analytics Insight “Top Cybersecurity Companies to Watch in 2021”, winner of the 2021 Cyber Defender Award and a finalist for the 2021 CISO Choice in Application Security. In 2023, we won Cyber Defense Magazine's Top Infosec Innovator.

About Cycode’s Customer Success Managers (CSMs):

We are responsible for ensuring that Cycode’s customers achieve their business objectives through the use of our product(s). We guide our customers on their way to successfully achieving visibility, defining prioritization, and remediating security issues using the Cycode Complete ASPM platform; this leads to results such as an improved security posture, faster time to market of secure applications, demonstrated compliance with industry and government regulations, increased application availability, and an enhanced standing in the market compared to their competitors. CSMs do this by partnering with Cycode’s Customer Success Engineers, Product Leaders, and Worldwide Technical Support, along with the Customer executive stakeholders, implementation teams, and Application Security teams to deliver advanced capabilities that align with the Customer’s business goals.

We are looking for a CSM with a proven track record to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customer’s pain points and help them achieve the business outcomes based on your experience and Cycode’s capabilities. To be successful in this role, you must have experience in software development and/or cybersecurity. You must be able to articulate technology in both technical and non-technical terms. That is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.

Key Responsibilities

• Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
• Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
• Understanding the customer’s pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
• Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
• Align with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
• Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
• Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
• Proactively promote and educate customers on new features and capabilities added to the Cycode platform
• Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle
• Create advocacy and evangelism opportunities for customers

Requirements

• 5+ years of customer success or technical account management experience with enterprise software
• 5+ years of in the software development and/or cyber security industry
• Expertise in project management with experience managing Fortune 500 customers and/or complex projects that have achieved high customer satisfaction
• Experience managing at least $3M in ARR
• Strong technical acumen and high integrity, with experience in cybersecurity preferred
• Excellent interpersonal and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs
• Strong problem-solving skills, with the ability to identify and address client needs
• Team player ready to help others
• Self-starter with intellectual curiosity
• Familiarity with Application Security (AppSec) concepts
• Familiarity with SCM tools like GitHub, GitLab, Bitbucket
• Familiarity with modern scripting and programming languages - advantage 
• Experience working with Planhat as CSM CRM - advantage
• Working proficiency with Kubernetes - advantage