Enterprise Customer Success Manager

Teramind is a global leader in data loss prevention (DLP) and user activity monitoring (UAM) solutions, empowering organizations to secure their most critical data while boosting workforce productivity. Our platform is trusted by some of the world’s largest enterprises across various industries, helping them monitor, detect, and prevent insider threats and manage compliance.

At Teramind, we believe that security doesn’t have to come at the expense of productivity, and we strive to provide our clients with actionable insights that drive smarter decision-making. Our team is driven by innovation, collaboration, and a commitment to building solutions that address today’s most pressing human resources & cybersecurity challenges. We are proud of our culture of hard work, openness, continuous improvement, and customer obsession, always striving to stay one step ahead in the rapidly evolving cybersecurity landscape.

Our Values:

• Innovation: Constantly seeking to improve and deliver cutting-edge solutions that push the boundaries of what's possible in the security space.
• Customer-Centricity: We are passionate about understanding and solving our customers' problems, focusing on long-term relationships and success.
• Integrity: We hold ourselves to the highest standards of ethics and accountability in everything we do.
• Collaboration: Working across teams to achieve common goals and deliver exceptional customer outcomes.
• Growth: Empowering our people to grow their skills and careers in an environment that values feedback, learning, and development.
  

Position Overview:

As an Enterprise Customer Success Manager, you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer outcomes.

Your day-to-day

• Build and maintain strong, long-term relationships with enterprise customers, acting as the primary contact post-sale
• Ensure successful onboarding of new customers by managing implementation timelines, training, and adoption strategies. Partner with customers to ensure they realize the full value of our solutions
• Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives
• Act as a customer advocate, representing their needs internally and working closely with Product, Support, and Sales teams to influence product roadmaps and resolve issues
• Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention
• Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal
• Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement
• Conduct regular strategic reviews with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals
• Deliver customer training sessions and enablement resources to ensure ongoing product success
• Multi-thread relationships across customer organizations to ensure broad engagement and product adoption
• Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

• 5+ years in a B2B customer-facing role, preferably in Customer Success or Account Management
• Strong understanding of Customer Success frameworks and lifecycle management
• Experience with HubSpot
• Experience with ChurnZero or similar Customer Success software
• Demonstrated success in driving customer adoption, retention and expansion
• Experience with subscription renewal management
• Extreme attention to detail and organizational skills
• Excellence at building and managing high-level customer relationships
• Willingness to roll up your sleeves and understand the finer technical points of the product
• Ability to have high-stakes conversations with a variety of stakeholders
• Experience in the cybersecurity industry is a plus

At Teramind, we're a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Professional development budget

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

You can expect up to 4 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds.

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.