Senior Customer Success Manager - Premium - with SIEM Expertise (USA Remote - Northeast)

Company Description

Anomali, a world-renowned platform leader in Security Operations, supercharges SecOps by fusing Lightspeed Security Analytics, Industry-Leading Cyberthreat Intelligence (CTI), AI-based automated threat hunting, alert orchestration, automated threat detection and incident response (TDIR) blocking, community intelligence sharing, exposure management, and dark web protection. Transforming CISOs into superheroes and analysts into SOC terminators.

Anomali's Platform offers: “Match” Next-Gen SIEM, “Lens” AI Threat Hunter, “ThreatStream” TIP, Anomali Integrator, Anomali ISAC, Anomali Attack Surface Management, and Anomali Digital Risk Protection, infused with Anomali AI.

Anomali bridges the gap between point solutions (EDR, NDR, SSE, RMM, CAASM, etc.) and replaces legacy SIEMs at 50% the cost, giving analysts easy-to-use tools that enable lightspeed detection & response. Anomali addresses the global shortage in cyber talent by empowering analysts to contain, eradicate, and block threats in seconds without complex SIEM queries, manual blocks, or long investigations. 

Anomali delivers as a proprietary platform and disruptor to the security analytics world. Anomali can search billions of logs in seconds, correlating tens of millions of IoCs and IoAs across years of telemetry and logs often deleted or moved to cold storage. At every point across the cyber kill chain, Anomali supercharges the SOC to detect, contain, and eradicate threats before organizational impact. 

Job Description:

We are looking for a dynamic and experienced SaaS Customer Success Manager (CSM) to support our large North America Customers. As a Senior Customer Success Manager supporting our Premium customers, you will be responsible for developing and nurturing relationships to ensure their success and satisfaction with our products. You will serve as a strategic advisor, helping customers maximize the value they receive from our offerings and identifying opportunities for growth and expansion. The ideal candidate will be familiar with navigating large organizations with one or two key business units to provide consultative collaboration which helps customers achieve their security analytics and threat intelligence outcomes.

Duties & Responsibilities:

● Customer-facing collaboration for our large customers building relations across one to two business units:

o Customer operating cadence:

• CSM-Led Multiple Business Unit Bi-Monthly Meetings & QBRs / QSRs

• Explore, build, and drive connection of incremental data sources into the customer’s Anomali platform for a richer experience.

•   Explore, build, and drive adoption of incremental use cases for the assigned customers across their business.

• Explore, build, and drive incremental technical champions and one to two economic buyers across one to two business units.

o Quarterback the Customer and Anomali departments and teams to achieve the Customer’s objectives.

o Collaborate with the customer’s leadership team to build Anomali access to the customer’s Director and VP leadership leveraging:

  • Anomali’s Threat Intelligence and Cybersecurity teams for compelling executive content

• Industry newsfeeds and ChatGPT to drive customer-relevant and industry event information to create executive interest.

● Driving and Managing:

o Named Executive Sponsorship with On-Site & Remote meetings

o Product Support

o Management & Engineering

o Membership in our Customer Advisory Board

o Priority Customer Success Engineer Support

● Customer Relationship Management: Build strong, long-lasting relationships with key customers, understanding their business objectives, challenges, and needs.

● Strategic Planning: Develop and execute strategic success plans to drive customer success, growth, and retention in Gainsight.

● Product Expertise: Gain a deep understanding of our products and effectively communicate their value propositions (use cases) to customers.

● Customer Adoption: Build off the onboarding process for new customers, ensuring a rapid successful adoption of our solutions by providing training, resources, and guidance.

● Account Expansion: Identify upsell and cross-sell opportunities within existing accounts. Collaborate with sales teams to develop strategies for account growth.

● Issue Resolution: Act as the primary point of contact for customer inquiries, concerns, and escalations. Proactively address issues and work towards timely resolutions.

● Customer Feedback and Advocacy: Gather feedback from customers to understand their satisfaction levels and areas for improvement. Advocate for customers internally, ensuring their needs are addressed and prioritized.

● Renewals and Contract Negotiation: Work closely with the renewals team to secure contract renewals ensuring favorable terms for both the customer and the company.

● Data Analysis and Reporting: Monitor key metrics related to customer health, usage, and satisfaction. Analyze data to identify trends, opportunities, and areas for improvement. Prepare regular reports for internal stakeholders.

● Team Collaboration: Collaborate cross-functionally with sales, product, support, and other teams to deliver exceptional service and support to customers.

Skills and Experience Requirements:

• Bachelor’s degree in computer science, Engineering, or a related field

• Proven experience (5+ years) in a customer success or account management role, in a SaaS environment.

• Demonstrated success in managing and growing key customer accounts.

• Ability to Understand complex, large organizations and to grow cross-business unit relationships with multiple Economic Buyers, Executives, and Champions

• Preferably a background containing customer consulting experience

• Excellent executive-level communication, presentation, and interpersonal skills

• Strong analytical abilities with the ability to interpret data and make data-driven decisions.

• Strategic thinker with a proactive and solutions-oriented mindset.

• General knowledge of Cybersecurity technologies including:

o SOAR

o SIEM

o Firewalls

o EDR / XDR

• Experience and strong knowledge in Microsoft Office

• Experience in using Gainsight, Slack, SalesForce, ChatGPT, Confluence, and JIRA.

• Ability to thrive in a fast-paced, dynamic environment and manage time and multiple priorities effectively.

•Willingness to travel occasionally (10-25%) for strategic customer engagement and on-site visits.

Equal Opportunities Monitoring