Job Type
Full-time
Description
Who We Are
Guided by our Core Values, deepwatch is securing the digital economy by tenaciously protecting enterprise networks - everywhere, everyday. Our team, many of the most technically astute minds in cybersecurity, serves an impressive list of Fortune 500/Global 2000 companies. Our success is driven by our unique IP, Cloud SecOps platform and strategic partnerships with industry leading technology vendors. deepwatch is:

• CISO Choice Awards: MSSP Winner 2020
• Great Place to Work® Certified 2020
• Goldman Sachs portfolio company: $53m Series B investment 2020
• Splunk Partner: #1 Volume MDR/MSSP - Splunk Managed SIEM
• Forrester: Top 10 MDR

What We Do
deepwatch's innovative cloud platform and borderless SOC extends our customers' cybersecurity teams and proactively protects their brand, reputation and digital assets. Our powerful analytics platform analyzes billions of events each month and is trusted by hundreds of leading global organizations to provide 24/7/365 managed security services. We have developed some of the coolest, most innovative IP in the industry and we're expanding our platform by investing extensively in research and development.
What We Offer
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
• Company paid Life Insurance, Short Term Disability and Long Term Disability
• Generous Paid Time Off, 8 company holidays, 2 floating holidays
• Wellness Programs
• Remote Workforce

Financial

• Stock Options: All full time employees are awarded stock options
• 401k with company match
• Generous mobile phone and home internet allowance
• Referral Bonus and recognition programs for exhibiting our Core Values

Professional development

• Mentoring Program
• Limitless career progression and commitment to promoting from within
• Up to $6K annually per employee for Professional Development

Giving Back

• Company-wide initiatives, such as supporting https://www.stemforher.org/
• Paid time off for Community Service
• Voting Leave

Social

• Employee Affinity Groups: Supportive internal networks like Women of deepwatch
• dw Swagger: annual credit to the deepwatch Swag Store to show your dw pride
• 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

Senior Customer Success Manager
Customer Success Managers (CSM) at deepwatch are elite level positions that work with assigned customers to ensure they receive the tools and support needed to improve their security posture. CSMs have in-depth understanding of the customer's needs and are responsible for communicating customer behaviors to our operations teams, sales teams, and channel partners. CSMs are responsible for solving for customer engagement and report directly to the Director of Customer Success who leads daily customer operations.
Position Responsibilities

• Act as the voice of the customer to deepwatch
• Act as the voice of deepwatch to the customer
• Act as the primary Point of Contact for the customer
• Act as the customer's trusted security advisor
• Develop and manage customer portfolio
• Capture and manage requests from the customer
• Work with internal and external stakeholders
• Drive positive customer engagement
• Maintain good relationships with the customer while helping improve deepwatch's service through feedback received
• Ensure Service Level targets are met
• Showcase customer's ROI with deepwatch through various mechanisms - one of which will include Executive Business Reviews
• Effectively communicate with customers by managing and aligning expectations while holding people accountable
• Lead customer engagement on service delivery issues
• Influence process and delivery improvements to ensure customer's success
• Ensure onboarding to delivery operations handoff occurs smoothly
• Influence improvements in onboarding process to ensure customer receives value quickly
• Assist customer regarding how to best utilize deepwatch services
• Create promoters and influencers amongst the customer base
• Encourage upsells and cross-sells
• Provide alternate solutions to complex security problems
• Provide security consultation and guidance for internal customers, business units, and executives
• Provide input to the forecasting of technical needs and solutions for budgeting
• Ensure the highest amounts of customer satisfaction are included by default and delivered at all times
• Support Delivery Team and deepwatch leadership as needed
• Represent the deepwatch brand and company to customers, prospects, and vendors

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
Required Experience, Skills and Knowledge

• 4+ years of experience in consultative, advisement, customer successor as a service delivery manager role in cybersecurity operations
• Executive briefing experience with Fortune 500 companies
• Demonstrated track record of sound decision making, taking ownership and delivering results
• Desire to delight customers with a positive attitude and high polish
• Experience managing complex issues, and coordinating solutions across multiple business lines
• Superior critical thinking and creative problem-solving skills
• 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
• Natural inclination to demand rigor in everything you build, even while building fast and adapting plans as we grow
• Curiosity and ability to learn new technologies, with the ability to figure out the best tools for a given problem
• Technical understanding of the information security threat landscape (attack vectors and tools, best practices for securing systems and networks, etc.).
• Experience utilizing mass communication/corporate notification systems and case management systems
• Expert oral and written communications skills, including a mastery of writing and speaking to technical and non-technical audiences at customers
• Expert understanding of Emotional Intelligence
• Experience in a SOC environment
• Technical knowledge of firewall, endpoint, network, threat intel, vulnerability management, and/or SIEM technology
• Ability to travel 10 - 25% for internal and customer meetings
• Ability to pass a pre-employment background and drug screen in accordance with applicable laws

Preferred Experience, Skills and Knowledge

• Bachelor's degree or equivalent work experience in Information Technology, Cybersecurity or related discipline
• Prior experience setting and managing budgets for small and mid-sized teams
• Knowledge of MITRE ATT&CK framework and/or VERIS Framework

Colorado Candidates:
Minimum salary of one hundred twelve thousand dollars + 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) of the minimum salary compensation for this role when working remotely from the state of Colorado.
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.