Job Description
Customer Success Manager: Temporary, Full-time: 14 Month ContractAbout eSentireeSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation.As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats.About The Customer Success TeamWe’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for a strategic, relationship-minded and experienced Senior Customer Success Manager to join our ranks, as we exponentially grow our customer base.Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.Who You AreAs a Customer Success Manager, you will be responsible for making midmarket customers (businesses over 250 employees and less than 1,000 employees) in your portfolio successful.You are passionate about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions.You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.What You Are Great AtYour top priority will be developing and driving Customer Success Programs for your portfolio of customers —leaving no retention rock unturned. Your responsibilities will include:Provide overall value and relationship management to portfolio of customersManage customer expectations and demonstrate expertise and leadershipUnderstand the broader business perspective and make decisions accordinglyProvide insight - surfacing and sharing new/insightful analyses and recommendations across the CS team and product teamProvide strategic guidance to help your customers grow, aligning eSentire with company’s business prioritiesBuild distinctive insight and compelling ROI across all client typesConduct customer health-checks and review customer health scores with an emphasis on customers’ success with eSentireMonitor and identify adoption, maturity and growth trends to inform customer and business strategyManage renewals and find new expansion opportunities within the accountManage escalations and service reviewsCreate customer success plans - understanding client objectives and developing plans to manageCollaborate with CSM peers, cross-functional teams, and senior leaders to ensure customers are successfulMake recommendations and influence important operating issues/decisions for the broader teamFind ways to streamline work, innovate key processes and leverage technologyMeet and exceed churn and revenue goals - measured by renewal and retention rates, new sale leads, referenceable customers & NPSWhat We Require3+ years managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization. Ability to identify and solve complex problemsExperience managing about 50 mid-market accountsExperience negotiating renewals and working through the commercialsRepresent the voice of customers - identify and convey customer feedback and use cases to product teamConfidence in setting and delivering upon ambitious metricsUnderstanding of SaaS business models and their overall relationship to Customer SuccessExperience at a security or technology company or relevant consultancyQuick to learn new trends, programs and softwareAbility to learn and persuasively articulate eSentire’s value proposition to client senior executive teamsPatience and positivity. Ability to be focused during a growing and changing scale-up environmentWillingness to travel up to 20% (post covid)We Offer You:At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives!We continually create a rewarding place to work. We want you to thrive in it and contribute to it. We provide:Wonderful colleagues you’ll be proud to work with and learn fromSubsidies for professional accreditationAnnual taxable spending account specifically for your wellness, including health clubs, sports team registration fees, or fitness items (to name a few)Competitive referral bonus for referrals of top talentOne of the fastest growing companies in Canada with growing operations internationallyAttractive compensation plans to ensure we hire, keep and reward team membersAt eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become part of our team. With growing operations internationally, there are many lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.Our Culture and ValuesAt eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives!We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.Total RewardsWe believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits and a flexible vacation plan.AccommodationIf you have any accessibility requirements during the recruitment process, please reach out to our HR team at aoda@esentire.com and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "@esentire.com" email addresses, never from a public email address. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology. #J-18808-Ljbffr