Customer Success Manager - Secureworks

Customer Advocacy

Secureworks® (NASDAQ: SCWX) a global cybersecurity leader, enables our customers and partners to outpace and outmaneuver adversaries with more precision, so they can rapidly adapt and respond to market forces to meet their business needs. With a unique combination of cloud-native, SaaS security platform and intelligence-driven security solutions, informed by 20+ years of threat intelligence and research, no other security platform is grounded and informed with this much real-world experience.www.secureworks.com

Happy customers are the lifeblood of any company. As a Customer Success Manager, you will be a trusted advisor for our strategic accounts and responsible for ensuring customers are successfully leveraging Secureworks' software to achieve business value and a return from their investment with Secureworks. You will work closely with our customers focused on increasing value, retention, customer satisfaction and expansion opportunities.

Role Responsibilities

• Building and nurturing long-termrelationshipswith customers to solidify our commitment and partnership to their success.
• Ensure that customers derive maximum value from their investments in Secureworks by drivingcustomeradoption,usage, and satisfactionto help achieve renewals, product expansion, and new growth.
• Develop an in-depth understanding of customersuccess criteria, initiatives, and use casesthatsupport short- and long-term business goalsof each customerbased on their unique use cases.
• Provide continuous customer education on the Secureworks product portfolio including new products, features,and enhancements.

• Generate regular/on-going proactive Security Protection Reviews (SPRs) focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.
• Monitor the customer's progress towards achieving their KPI's.
• Createand activatea plan with customers that results in BOTH business valueoutcomes and team behaviorif the customers are not achieving key objectives/goals.
• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

MinimumRequirements

• Minimum of4+years' experiencein Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Minimum of1years of experience working in a SaaS environment
• Minimum of2years of experience in network security or related discipline

• Minimum of3years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting withC suitemanagement and technical personnel
• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.

Preferred Skills

• Showcasea bias for actionand demonstratea passion for technology
• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managingcustomerexpectations
• Ability to reconcile different points of view in meetings and summarize results concisely
• Familiarity with a CSM tool likeHubspot/Totango/Gainsight a plus.

Location

Remote - US

Secureworks (A Dell Technologies Company)is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race,color, religion or belief,national, social or ethnicorigin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnershipstatus, past or present military service, family medical history or genetic information, family or parental status,or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Secureworkshere.