Cybereason
Cybereason provides enterprise endpoint protection built to defend against tomorrow’s threats today.
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Principal Customer Success Manager at Cybereason

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Who We Are:

Cybereason is the champion for today’s cyber defenders providing future-ready attack protection that unifies security from the endpoint, to the enterprise, to everywhere the battle moves.

Cybereason analyses 9.8PB of threat intelligence weekly to help organisations reduce investigation periods by up to 93% and promote a greater span of control of 1 analyst for every 200k endpoints. The resulting ROI is over 300% (Forrester).

The Cybereason Defense Platform is truly next generation. It combines the industry’s top-rated detection and response (EDR and XDR), next-gen anti-virus (NGAV), and proactive threat hunting to deliver context-rich analysis of every element of a malicious operation (Malop). The result: defenders can end cyber attacks from endpoints to everywhere.

We are a company that wins as one.  We are daring, always evolving, and never give up.  Most importantly we accept our employee for who they are and embrace people that may not fit the typical mold #UBU.


Group Summary:

Customer Success at Cybereason is responsible for driving adoption and value of our technology, to ensure our customers become our biggest advocates. We defend our customer base, as our technology defends their environment. We work internally to be the voice of the customer, just as we are the voice of Cybereason inside our customers. The result is a world class experience, advocacy and growth of our book of business. 

Position Summary:

Nothing is more critical to Cybereason's continued momentum than retaining and growing our world-class customer portfolio. Customer Success Managers at Cybereason act as trusted advisers to our clients, ensuring they get the most out of our industry-leading solution. We look for mature, empathetic, tech-savvy communicators who understand the important role Cybereason plays in defending our clients’ enterprises.

A successful Principal Customer Success Manager must be able to effectively drive adoption and align proper internal and external resources to ensure value realization at all levels. You'll leverage your deep proficiency in project management and communication to manage expectations, create air tight feedback loops and ensure the constant maturation of our internal processes and feedback mechanisms.     

As a Principal Customer Success Manager, you will be responsible for our very largest and most strategic customers and our Enterprise customers. This is a true high-touch delivery model with approximately 3-7 accounts in your book of business.

  

What We’re Looking For:

  • 10+ years of experience in customer success, technical account management, project management or related, customer-facing role
  • Experience in the cyber security domain is highly desirable; other backgrounds in technology, particularly SaaS and enterprise technology, may be considered for exceptionally qualified candidates
  • Project management experience with all aspects of the post-sales experience, from small to enterprise sized customers, spanning tasks from: onboarding, product upgrade planning, providing L1 support, to feature training
  • Be the voice of the customer internally; bring in the right people to deliver the best service
  • Own the renewal and all associated conversations with your customers as well as executive relationships within the customer
  • C-level executive relationship building experience
  • Obtain a deep understanding of the needs of your customers to create and achieve long term goals
  • Track record of developing strong, trusted relationships with economic buyers and technical stakeholders via consistent, proactive meetings and touchpoints which positively impact loyalty and revenue growth
  • A sense of humor, curiosity and a positive, can-do attitude are requirements in order to drive the solution
  • Strong internal and external communication skills; be effective, be able to say “no”
  • Comfortable with ROI analysis, value realization, and relationship building via regular cadence with your customers
  • Own the customer Healthscore and renewal risk for your accounts
  • Own a collaborative success plan and EBRs
  • Salesforce knowledge is plus and well as Google workspace and MS office
  • Partner with sales counterparts to drive retention and growth
  • Prior success with a high-growth startup technology organization is highly valued
  • Ability to travel as needed when conditions permit (<50%)
  • Bachelor’s degree; Advanced degree (MBA, JD, etc.) preferred
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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
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What are Cybereason Perks + Benefits

Cybereason Benefits Overview

Our offices are open, highly collaborative and yes- fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, plenty of food and drinks (including beer and soda), work from home options, generous employer-paid insurance coverage for you and your family, 401k and a Long Term Care benefit.

Culture
Partners with Nonprofits
Eat lunch together
Daily sync
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Our UbU advisory board is in place to hold our organization accountable for DEI initiatives.
Hiring Practices that Promote Diversity
Our talent acquisition team uses non-bias tools in our sourcing and hiring efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Since we are currently working remotely, and we are facing unprecedented times, Cybereason has partnered with the Calm app. Each employee has a free premium subscription.
Retirement & Stock Options Benefits
401(K)
Roth and Traditional 401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Cybereason currently reimburses its employees up to $50 a month for any exercise membership.
Home Office Stipend for Remote Employees
Cybereason reimburses its employees for home office equipment up to a certain amount.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within

An Insider's view of Cybereason

How would you describe the company’s work-life balance?

Cybereason does an awesome job at making sure each employee takes time for themselves, especially during these trying times. We've had extra company-wide days off, extended long weekends, and even end the day a little early on Fridays for Happy Hour Trivia! I'm very grateful that our senior leaders truly care about our lives outside of Cybereason.

Emily

Talent Projects Coordinator

What's the biggest problem your team is solving?

My team works to solve one of the most difficult issues we face today: keeping people and businesses safe in an increasingly digitized world. Knowing that the work we do matters and brings a positive impact to people’s lives is what keeps us focused each and every day.

Matt

VP of North America Sales Engineering

How do you empower your team to be more creative?

I believe in both forgiveness over permission and that anyone who makes a mistake immediately gets air cover while success brings them a spotlight. I want people focused on outcomes and finding ways there, not worrying about coloring inside the lines.

Sam

Chief Security Officer/President of Cybereason Government

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