SMB Customer Success Manager

Teramind is a global leader in data loss prevention (DLP) and user activity monitoring (UAM) solutions, empowering organizations to secure their most critical data while boosting workforce productivity. Our platform is trusted by some of the world’s largest enterprises across various industries, helping them monitor, detect, and prevent insider threats and manage compliance.

At Teramind, we believe that security doesn’t have to come at the expense of productivity, and we strive to provide our clients with actionable insights that drive smarter decision-making. Our team is driven by innovation, collaboration, and a commitment to building solutions that address today’s most pressing human resources & cybersecurity challenges. We are proud of our culture of hard work, openness, continuous improvement, and customer obsession, always striving to stay one step ahead in the rapidly evolving cybersecurity landscape.

Our Values:

• Innovation: Constantly seeking to improve and deliver cutting-edge solutions that push the boundaries of what's possible in the security space.
• Customer-Centricity: We are passionate about understanding and solving our customers' problems, focusing on long-term relationships and success.
• Integrity: We hold ourselves to the highest standards of ethics and accountability in everything we do.
• Collaboration: Working across teams to achieve common goals and deliver exceptional customer outcomes.
• Growth: Empowering our people to grow their skills and careers in an environment that values feedback, learning, and development.

Position Overview:

As a Customer Success Manager for our SMB accounts, you will be responsible for building and nurturing relationships with our small and medium-sized customers. Your focus will be on ensuring they achieve success with our platform by driving product adoption, identifying opportunities for growth, and mitigating risk. You will work with many accounts to proactively manage customer health, retention, and adoption.

Your day-to-day:

• Serve as the primary point of contact for SMB customers, developing strong relationships and becoming a trusted advisor
• Guide new SMB customers through onboarding, ensuring they are set up for success and realize value as quickly as possible
• Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives
• Provide proactive and responsive support, addressing customer inquiries, helping troubleshoot issues, and collaborating with internal teams
• Leverage and contribute to Customer Success playbooks and processes to ensure consistent and scalable service across the SMB base
• Collect feedback and share insights with internal teams to influence product development and improve customer experiences
• Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention
• Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal
• Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement
• Regularly engage with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals
• Deliver customer training sessions and enablement resources to ensure ongoing product success
• Maintaining the CRM up to date and completed
• Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

• 2+ years in a B2B customer-facing role, preferably in Customer Success or Account Management
• Proven ability to manage a large volume of customer accounts while maintaining a high level of service and engagement
• Ability to analyze customer data, identify trends, and take action to improve customer outcomes
• Experience with subscription renewal management
• Extreme attention to detail, time management and organizational skills
• Effective communication and teamwork skills
• Willingness to roll up your sleeves and understand the finer technical points of the product
• Ability to have high-stakes conversations with a variety of stakeholders
• Experience in the cybersecurity industry is a plus
• Hubspot or CRM experience is a plus

At Teramind, we’re a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• Competitive salary with a focus on a global market
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities

About our recruitment process:

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

You can expect up to 4 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.

All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.