Deepwatch, inc.
Mission: Deepwatch is securing the digital economy by tenaciously protecting enterprise networks - everywhere, everyday.
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Principal Customer Success Manager (Remote) at Deepwatch, inc.

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Job Type
Full-time
Description
Come join Deepwatch's team of world-class cybersecurity professionals and the brightest minds in the industry. If you're ready to challenge yourself with work that matters, then this is the place for you. We're redefining cybersecurity as one of the fastest growing companies in the U.S. - and we have a blast doing it!
Who We Are
Deepwatch is the leader in managed security services, protecting organizations from ever-increasing cyber threats 24/7/365. Powered by Deepwatch's cloud-based security operations platform, Deepwatch provides the industry's fastest, most comprehensive detection and automated response to cyber threats together with tailored guidance from dedicated experts to mitigate risk and measurably improve security posture. Hundreds of organizations, from Fortune 100 to mid-sized enterprises, trust Deepwatch to protect their business.
Deepwatch recognition includes:
  • Forbes America's Best Startup Employers 2022
  • Great Place to Work® Certified 2022
  • Cybersecurity Excellence Award for MDR 2022
  • Forrester: Top 10 MDR
  • Goldman Sachs portfolio company: $53m Series B investment 2020

Position Summary
Reporting to a Director, Security Operations (Squad Director), Principal Customer Success Managers (CSM) work closely with the Squad's Director, shift Squad Managers and Lead Analysts to develop customer loyalty, engagement and trust for their Squad's largest (to include Fortune 250), most complex, strategic customers. Principal CSMs help integrate the specific needs of large enterprise customers and the capabilities of Deepwatch services, working to reconcile differences and performance challenges and expectations. They are responsible for the lines of communication among the customer, Squad, sales teams, and channel partners.
Principal CSMs demonstrate broad cybersecurity and business acumen across multiple industry verticals and will leverage success in prior cybersecurity advisory roles, to address business, as well as technical issues with the most senior customer executives. As an executive, the Principal CSM will manage and solve most challenges independently, establishing the trust and confidence of their customers. Successful Principal CSMs will know the strategic priorities and challenges the customer is facing, engaging the Squad and others in solving those challenges and in expanding the customer's relationship with Deepwatch.
The Principal CSM will own managing, documenting and communicating plans and projects that improve the relationship with the customer as well as the status of the relationship in the form of reports, SLAs, contractual performance and concerns. The Principal CSM will work with the Squad Director to build and help deliver Executive Business Reviews. All of this is to further ensure high renewal rates, upgrades and cross sales, positive referrals and premium margins.
In addition to the above, Principal CSMs will play a critical role in the ongoing improvement of the overall Deepwatch Customer Success program by defining and revising standards, processes, best practices and tools and by supporting other CSMs and Delivery Squads and other customer-facing team members.
In this role, you'll get to:
  • Early Engagement . Engage the customer as the contract is being signed to help ensure an easy and fast on-boarding experience
  • SLAs and Value . Establish the baseline SLAs (as provided by the purchase services) and maintain tracking and communication of SLAs in the context of client's perception of value delivered by deepwatch, throughout the customer relationship
  • Production . As the customer moves into production, the Principal CSM will work with the Lead Analyst to ensure proper log configuration and transfer, proper vulnerability tracking and firewall management and they will assist the Squad members to ensure proper detection efficacy, alert escalation, performance, vulnerability, firewall and other reporting
  • Insight . Over the course of the relationship, through regular engagement and reviews, the Principal CSM will deliver insights on customer opportunities and concerns to the Squad; the Principal CSM will also become an expert on the services offered by Deepwatch so as to support the client's defensive strategies and further needs
  • EBR . Executive forums are established and run by the Principal CSM and the Squad Director (in coordination with sales and challen partners as appropriate), including the Executive Business Review which occurs monthly/quarterly
  • Vault, dCHI, Project Summaries . To ensure internal alignment, the Principal CSM maintains project summaries which include Deepwatch Customer Health Indication scores, significant projects or efforts by the Squad to resolve customer issues and implement improvements to customer experience
  • Clients & Promotion . Principal CSMs will work with some of Deepwatch's largest clients and create promoters and influencers among the customer base.
  • Problem Solve . Provide solutions to complex security problems and at all times maintain the trust and confidence of the customer in Deepwatch.
  • Improve the Program. Collaborate with customers, partners and the full Deepwatch team to continuously improve the Customer Success program and, in turn, the value customers receive from Deepwatch services
  • Executive Presence . Represent the Deepwatch brand and company to customers, prospects, and vendors in such a way as to help ensure Deepwatch's positive reputation in the marketplace.

To be successful in this role, you'll need to:
  • Demonstrate the level of expertise commensurate with 10+ years of experience in customer success, service delivery or related consultative or advisement cybersecurity operations role
  • A history of being your customers' trusted partner, by clearly understanding their priorities and helping them solve real business problems
  • Successfully engage with Fortune 1000 clients in the course of delivering new and on-going technology-based services and support.
  • Exceptional oral and written communications skills, including a mastery of writing and speaking to technical and non-technical customer audiences
  • Experience managing complex technology issues, and coordinating solutions across multiple business functions
  • Superior critical thinking and creative problem-solving skills
  • Demonstrated track record of sound decision making, taking ownership and delivering results
  • Experience working as part of a small, fast-paced, high capability team and the ability to manage workload even during times of stress or escalated activity
  • An understanding of the information security threat landscape (cyber attacker techniques, tactics and procedures with a general understanding of the practices for securing systems and networks).
  • Understand the basics of SIEMs, EDRs and MDRs

ITAR Compliance
This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:
  • A citizen of the U.S.
  • A lawful permanent resident of the United States
  • A person admitted to the United States as a refugee
  • A person that has been granted asylum by the United States government

The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.
Colorado* Candidates:
For applicants in Colorado, the salary range for this role is $200,000 to $250,000 + bonus + commissions + stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.
*Note: Disclosure as required by sb19-085 (8-5-20).
What We Offer:
Deepwatch is excited to provide benefits designed to support team members and their families. Including:
  • Medical, dental, vision, and disability insurance
  • Paid time off, holidays, and family leave
  • 401(K) retirement program with employer match
  • Unique professional development benefits, starting at $3,000 annually
  • Learn more here: https://www.deepwatch.com/careers/#benefits

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.
Deepwatch welcomes and encourages applications from people with disabilities and accommodations are available on request for candidates taking part in all aspects of the selection process. Please inform your recruiter or contact [email protected] for further information.
All Deepwatch employees are expected to:
  • Be interested in and able to work remotely from a home office when not at a corporate office
  • Pass a pre-employment background and drug screen in accordance with applicable laws

Equal Opportunity Employer
Deepwatch is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
By submitting your application, you agree that Deepwatch may collect your personal data for recruiting, global organization planning, and related purposes. The Deepwatch Privacy Policy explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Deepwatch's use of your personal information.
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What are Deepwatch, inc. Perks + Benefits

Deepwatch, inc. Benefits Overview

At Deepwatch, you have the opportunity to grow personally and professionally while enjoying what you do. Our unique, fully remote work environment is developed with employee needs in mind, giving you the flexibility and benefits to make your career what you want.

Benefits Designed to Support You and Your Family

Wellness

Choice of medical, dental and vision plans with Deepwatch paying 100% of premium for HDHP medical and dental along with a very generous portion for dependents
FSA (Medical and Dependent) and HSA with employer contribution
Employer Paid Life Insurance, Short Term Disability and Long Term Disability
Supplemental Life/Critical Illness/Accident
Generous Paid Time Off, 9 company holidays, 2 floating holidays
8 Weeks Paid Parental Leave
Wellness contests and monthly educational programs (award-winning at that)
Employee Assistance Program available to an employee’s entire household, free and confidential, available 24/7 with 6 face-to-face counseling sessions
Employee Discount Program
Great Place to Work Certified
Outstanding Rating on Glassdoor
100% Remote-First

Financial

Very competitive salary
Stock Options for all employees
401k with company match
$2,400 annual stipend for Cell/Internet
Annual all expense paid CKO trip
Chairman’s Club
Employee and Customer Referral Bonus Programs

Professional Development

Mentoring Program
Limitless career progression and commitment to promoting from within
$3,000 first year in Professional Development, increasing to $6,000 annually thereafter

Giving Back

Company-wide initiatives, such as supporting https://www.stemforher.org/
Paid Time Off for voting and volunteering

Social

Employee Affinity Groups: Supportive internal networks like Women of Deepwatch
Annual credit to Deepwatch Swag Store
Peer Recognition Program (Radical Performer)
Having a blast! Monthly All Hands and Ask Me Anything calls, interactive wellness programs, social events, cross functional initiatives, annual Company Kick Off event, and department offsite meetings to name a few

Here at Deepwatch we value authenticity and celebrate our differences. We believe that diversity of thought makes our teams stronger. We are committed to advancing & cultivating a culture of diversity, equity and inclusion by:

Sponsoring Affinity Groups
InHerSight and Women in Tech groups/conferences
DE&I surveys & inclusive events celebrating and honoring diversity
Remote first work environment helps us reach a more diverse market

We recognize that our differences help drive innovative solutions. Deepwatch actively seeks out and encourages diverse ideas, perspectives and points of view. We promote fair and open access to career opportunities.

It is Deepwatch’s mission to relentlessly protect our customers' networks - everywhere, every day. We channel that same passion into ensuring our workforce is protected, respected and inclusive.

Culture
Volunteer in local community
deepwatch participates and funds numerous volunteering opportunities for employees, including building arts and crafts kits for Shriner's Children's Hospital and Rosie Riveter kits (STEM for girls).
Partners with Nonprofits
Partnered with Feeding the Frontlines in Denver to have meals delivered to first responders during COVID.
Friends outside of work
Intracompany committees
Wellness Committee Women of deepwatch (Affinity Group) DEI Committee
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Unconscious bias training
Required for all employees on annual basis.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
deepwatch's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,750 annually
Disability Insurance
deepwatch offers 100% employer paid short and long-term disability plans.
Dental Benefits
deepwatch offers 2 PPO dental plans, a 100% employer paid plan and a buy-up option for additional benefits.
Vision Benefits
deepwatch's vision insurance plan provides 100% coverage for annual eye exams and lenses after a $10 copay. Frames and contact lenses are covered up to $150.00 and access to designer frames discounts.
Health Insurance Benefits
deepwatch offers 2 Cigna Health Plans, a HDHP (with employer HSA contributions) and a PPO plan (with $0 deductible). The HDHP is offered at $0 cost for employee-only coverage.
Life Insurance
deepwatch offers, at no cost to the employee, group-term life insurance with a payout of 1x an employee's annual salary for the duration of employment. Buy-ups are available through Guardian.
Pet Insurance
deepwatch offers pet insurance and access to other discounts through PerkSpot.
Wellness Programs
deepwatch offers live monthly educational webinars, and our Cigna award-winning wellness programs offer prizes such as Peloton Bike, Gym Memberships, and Mirror fitness systems.
Mental Health Benefits
deepwatch offers Mental Health Benefits through Cigna's "Ginger" app as well as Cigna's "Motivate Me" program. We also offer behavioral heath through Telemed and a confidential EAP.
Retirement & Stock Options Benefits
401(K)
deepwatch's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
deepwatch's 401(k) retirement plan matches 100% of an employee's contributions up to 1% of their annual base salary, and matches 50% up to the next 5%, for a total of 3.5% maximum match.
Company Equity
Full Time Eligible employees will receive stock options as part of their overall compensation package after 6 months of service.
Child Care & Parental Leave Benefits
Generous Parental Leave
Employees welcoming a new baby are eligible for eight weeks of paid parental leave in addition to other leave entitlements as provided by federal, state and local law.
Remote Work Program
Our unique, fully remote work environment is developed with employee needs in mind, giving you the flexibility and benefits to make your career what you want.
Family Medical Leave
deepwatch offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Company sponsored family events
deepwatch sponsors numerous family events throughout each year, examples include: Magic show, scavenger hunt, trivia night, security awareness training for kids (pizza night!).
Vacation & Time Off Benefits
Generous PTO
Paid Time Off (PTO) from work for any purpose including vacations, non-corporate holidays, illness or personal & family matters. Employees are eligible for 18 to 23 days of PTO based on service.
Paid Volunteer Time
deepwatch recognizes and encourages employee participation in community and charity work, which is why each employee is allotted 8 hours of PTO per year to engage in such activities.
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
deepwatch company events include an annual all-expense paid CKO (locations vary by year), SKO and various departmental off-site meetings.
Pet Friendly
Our remote model allows employees to work in the company of their beloved family pets!
Home Office Stipend for Remote Employees
deepwatch reimburses up to $2,400/year for actual Cell/Internet expenses.
Professional Development Benefits
Job Training & Conferences
$3,000 first year in Professional Development, increasing to $6,000 annually thereafter - may be used for Job Training and Conferences
Tuition Reimbursement
$3,000 first year in Professional Development, increasing to $6,000 annually thereafter - may be used for Tuition Reimbursement
Diversity Program
Lunch and learns
deepwatch hosts a monthly internal Lunch and Learn featuring a wide range of speakers and topics, with the entire company invited!
Cross functional training encouraged
Promote from within
Mentorship program
deepwatch holds 2 mentoring program cohorts per year, with Mentors and Mentees selecting from categories/topics for which they are seeking mentoring or offering their expertise as a mentor.
Continuing Education stipend
$3,000 first year in Professional Development, increasing to $6,000 annually thereafter - may be used for Continuing Education.
Online course subscriptions available
Paid industry certifications
$3,000 first year in Professional Development, increasing to $6,000 annually thereafter - may be used for Industry Certifications

An Insider's view of Deepwatch, inc.

What’s the vibe like in the office?

Since we work from home the vibe is what you make! In all seriousness, we are an awesome group of folks who collaborate as we meet in the office daily! Whether it's through Zoom or Slack Huddles we are able to collaborate and connect in real-time. It's super cool we can have zoom happy hours with our peers! 1dw!!

Matt

Customer Success Manager

What does your typical day look like?

No two days are the same here at Deepwatch, which is amazing! Even as a remote-first company, my typical day is full of collaboration and communication with the brilliant people I work with. The balance between independent work and meetings affords both creativity and productivity, and I love that my days are dynamic and fast-paced!

Kristen

Sr. Digital Marketing Specialist

How has your career grown since starting at the company?

Starting Deepwatch as an entry-level Analyst I, I wasn’t prepared for what was in store for me. Deepwatch began to cultivate my skill sets on day one, and today I have my dream job as a Solutions Engineer (Automation). Deepwatch continues to invest in my success, and I couldn’t be happier.

Will

Solutions Engineer (Automation)

What's something quirky about your company?

Something Quirky about Deepwatch? Ohhh man! You wouldn't think that we work remotely! The way we collaborate and work together is like we are in the office together. Using Zoom or Slack we are able to keep comms with one another and really do some awesome things. Then when we do get to see each other IRL we really get to have more fun!

Matt

Customer Success Manager

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