Customer Success Associate, Digital Experience

Kenna Security

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/22/2021
  • Website: kennasecurity.com
  • Company Address: 350 Sansome St Suite 500, San Francisco, CA, 94104

About Kenna Security

Kenna is a software-as-a-service Risk and Vulnerability Intelligence platform that accurately measures risk and prioritizes remediation efforts before an attacker can exploit an organization’s weaknesses.

Job Description

NOTE:  Kenna will not consider or accept resumes from external recruiters for this job posting. Kenna will not be responsible for any fees related to unsolicited resumes.
 
Kenna Security is revolutionizing cyber risk with a SaaS-based platform that uses data science to combine vulnerability data with exploit intelligence to measure risk, predict attacks and prioritize remediation. We are leading the way in helping enterprises reduce their risk while increasing their efficiency and preventing attacks. Kenna Security was recently named one of the top 10 hottest start-ups and named to the Inc. 500 fastest growing companies list.
 
 
There are a lot of security companies out there, but no one is doing what Kenna is doing: giving our customers the ability to measure their risk landscape and truly protect their environments from the ever-present threat of a breach. As a result, we’re seeing phenomenal growth as some of the top companies in the world flock to our platform. We have solid venture funding, an astonishing team who will fight beside you to accomplish the impossible, and we even offer great benefits and stock options.
 
As a Customer Success Associate of Digital Experience, you will be a part of Kenna’s Customer Success and Operations team. You’ll guide a strategic portfolio of assigned customers for quick and consistent technical adoption.
 
The Customer Success Associate, Digital Experience is responsible for driving the program that encourages the product and partnership success for Kenna Customers. You will maintain the program that will drive adoption and ensure on-time subscription renewal for 150+ customers. The CSA is responsible for all aspects of client account success, including training, on-boarding, adoption, and retention through digitally led engagement. The CSA is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams.
 
Here's a closer look at this key role:

Adoption

    • Assist accounts through defined implementation and onboarding process
    • Consult during the onboarding process regarding best practices and ensure clients receive value from Kenna during the first 90 days
    • This role will manage 150+ smaller customers for Kenna.
    • Effectively manage customers in a 1-to-many approach via webinars, office hours, Kenna Defenders (Community) or other methods to engage proactively with customers
    • Continue to manage the Customer lifecycle touchpoints, as outlined in the program

Retention

    • Identify trends and other opportunities to work with CX Operations for outreach to provide "value" to your customers
    • Address customer experience issues to prevent churn
    • Assist Renewals Team and Account Managers in working through renewal conversations as needed
    • Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact

Expansion

    • Coordinate with Sales Account Owners to ensure the growth and expansion of your accounts
    • Identify growth opportunities within your accounts and forward leads to account executive counterpart.

What does it take to work at Kenna:

    • Bachelor's Degree or equivalent.
    • 3+ years of experience direct experience with SaaS products, solutions, or ecosystems preferred.
    • 1+ year customer-facing experience as a CSM, BDR, Sales, Support or Strategic Consultant.
    • Excellent presentation, organizational, and communication skills (both written and verbal). 
    • Basic understanding of Customer Success principles.
    • Good time management and organizational skills.
    • Ability to work in a fast-paced dynamic environment during tremendous growth
    • Communicates effectively in 1:1 or small group settings.
    • Ability to follow structured process and information entry, keep systems updated daily with the latest account statuses.
    • Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
    • Knowledge of SaaS post-sale support motion and technical curiosity is a plus.
    • Proficient in SalesForce and/or other Customer Success tech stacks are a plus.
    • Team and goal-oriented.
    • High output; low ego.

At Kenna you can enjoy the following:

    • Competitive compensation package
    • Medical, Dental, Vision & Disability Insurance
    • Wellness Programs
    • Pet Insurance
    • Retirement Planning
    • Company Equity
    • Generous Paid Parental Leave
    • Work From Home Setup
    • Employee Referral Program
    • Discretionary Time Off
    • Friendly & Casual Environment
    • Work/Life Balance
    • Professional Development Program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.