Job Description
SecurityScorecard's SaaS based platform enables enterprises to instantly rate and understand the security risk of companies, non-intrusively and from an outside-in perspective. We use an A-F rating scale. Companies with a C, D or F rating are 5 times more likely to be breached or face compliance penalties than companies with an A or B rating. Our platform is used by nearly 1,000 customers for use-cases including self monitoring, vendor risk management, cyber insurance, board reporting, and M&A.
Headquartered in New York City, we are funded by top investors such as Sequoia Capital, Google Ventures, NGP, Moody’s, Intel, and others. Our vision is to create a new language for companies and their partners to communicate, understand, and improve each other’s security posture.
About The Role
SecurityScorecard (SSC) is looking for a Strategic Customer Success Manager to help support and grow a portfolio of our largest, most strategic customers. As a Strategic CSM, you’ll partner closely with SSC Account Managers to guide the customer to successfully implement our platform, ensure adoption across multiple teams and levels of the organization, continually build business value from our products and services and help expand new use cases and teams. By engaging customers through a strategic and consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact throughout the customer journey: onboarding, adoption, optimization and renewal/expansion.
Equipped with the knowledge of what it takes for customers to succeed with SecurityScorecard, you will serve as the voice of your customers, providing feedback to the Product team and broader business. To SecurityScorecard peers, you’ll exemplify an empathetic, customer-centric perspective and be looked upon as a consultant for our most strategic customers.
You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure customer satisfaction.
What You’ll Achieve
- Maintain ownership of a focused portfolio of strategic customers, supporting existing teams to drive adoption while developing new relationships and upsell/cross-sell opportunities.
- Act as a strategic consultant for the world’s Fortune 500 companies -- developing a deep understanding of their painpoints, business objectives and strategic goals.
- Develop a strong point of view of how SecurityScorecard can deliver the most important business outcomes across your customers’ tech stack.
- Co-create customer success plans with SSC Account Managers that include success criteria, onboarding and adoption strategy, customer advocacy and expansion plans.
- Partner with a SSC Account Managers to build and secure long-term executive relationships.
- Develop and maintain an internal Champion Network across customer’s organization, facilitating workshops on best known practices for platform adoption and optimization
- Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities
Qualifications
- Minimum 5 years demonstrated success in a Customer Success or Account Management role working with large, complex strategic-level accounts.
- Previous account team management experience preferred.
- Experience with large customers and navigating parent / child customer accounts.
Additional Qualifications
- Strong executive presence and demonstrated success building high-value relationships with SVP and C-level leadership.
- Proven account planning methodology that has led to large-scale growth in accounts with large, ambiguous whitespace opportunities.
- Relationship-driven with a deft touch in managing internal and external stakeholders.
SecurityScorecard embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skillsets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
