Senior Customer Success Manager - Global

Company Mission :
SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes  SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

The Sr. Channel Success Manager maintains a long-term relationship with SpyCloud channel partners, providing a main point of contact post-sale with a focus on program documentation, customer relationship building, upgrades, enhancements, and continued collaboration. This is an ongoing management role focused on increasing revenue while providing a solid continuum across all elements of the post-sale channel lifecycle.

What You’ll Do:

1. Industry and Product Knowledge:
• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.
2. Relationship Management:
• Build, leverage, and sustain relationships with channel partners and internal cross-functional teams to maximize success.
3. Action Plan Execution:
• Create, execute, and oversee action plans to track customer activity and projects, ensuring engagement by appropriate parties throughout.
4. Revenue Growth:
• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
5. Business Driver Monitoring:
• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services.
6. Value Proposition Articulation:
• Effectively articulate value propositions, create interest, and generate excitement by developing customer presentations.
7. Proactive Solutions:
• Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction.
8. Account Reporting:
• Inform and report account status to the Director of Channel Success.
9. Creative Solutions:
• Identify creative solutions for strategic customer accounts.
10. Global Management:
• Ability to manage channel partners and associated customers in a global environment, including experience with different cultures, languages, and time zones.
11. Renewals Management:
• Manage renewals in conjunction with the reseller and SpyCloud renewals team.
• Understand channel margin/pricing for upsell and renewals.
12. Multi-Tiered Relationships:
• Maintain and develop multi-tiered relationships with end-user customers and their associated reseller education, including training of end users in SpyCloud technology.
• Identify upsell and cross-sell opportunities within the end-user customers.

Key Requirements:

1. Self-Starter:
• Self-starter with a drive to succeed.
2. Cross-Functional Collaboration:
• Ability to work cross-functionally with sales, marketing, legal, revenue operations, and product to effectively manage and grow the channel customer base.
3. Channel Partner Management:
• Manage channel partner relationships to develop programs, strategies, support materials, and identify customer opportunities.
4. Program Documentation:
• Be well-versed in all channel partner agreements, negotiations, programs, and terms as they apply to each and effectively document them.
5. Customer Support:
• Support customers throughout the channel experience.
6. Technical Aptitude:
• Strong technical aptitude with the capability of talking to and staying abreast of technical developments at SpyCloud.

Highly Desired Skills:

• 5-10 years of customer success management experience in a client-facing role.
• Experience working within a 2-tier channel model.
• Experience working for a Software as a Service (SaaS) company.
• Cybersecurity and ATO prevention experience is a plus.
• Salesforce and Zendesk experience is a plus.
• Competency with Microsoft's suite of business products.

Education:

• BA/BS/Undergraduate degree required.

Expected Indicators:

1. Revenue Achievement:
• Revenue generated from channel partner renewals and upsells.
• Achievement of growth targets for channel partners.
2. Customer Satisfaction:
• Customer satisfaction scores related to post-sale support and engagement.
• Feedback from channel partners on the support experience.
3. Process Efficiency:
• Timeliness and accuracy of renewal processes.
• Reduction in potential blockers and dependencies.
4. Engagement Metrics:
• Frequency and depth of interactions with channel partners and end users.
• Effective reporting of channel success metrics to the Director of Channel Success.

Expected Outcomes:

1. Increased Retention Rates:
• Higher retention rates of channel partners and end-user customers.
• Reduced churn during the post-sale lifecycle.
2. Revenue Growth:
• Increased revenue from successful renewals and upsells.
• Achievement of established revenue and growth goals.
3. Enhanced Customer Relationships:
• Strengthened relationships with channel partners and end users through proactive engagement and value delivery.
• Improved customer loyalty and satisfaction.
4. Operational Excellence:
• Streamlined processes for channel management leading to greater operational efficiency.
• Continuous improvement in channel success practices based on identified trends and feedback.

We are not currently sponsoring Visas for candidates.

Benefits + Perks

We also look to ensure all SpyCloud employees have the support and benefits they need to stay focused on the mission. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we also offer our employees a comprehensive benefits package that includes:

401(k)

Health, Vision and Dental Insurance

Generous PTO Plan

In-office meals provided

Who We Are

SpyCloud is a place for innovative, collaborative and problem-solvers to thrive. Individually we’re amazing but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action “at will” employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Our culture is something really special. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.  To learn more and see insights on your company’s exposed data, visit spycloud.com.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge.

SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email [email protected].

Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.