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Customer Success Manager

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Job Type

Full-time/Exempt

Reports to

Director, Customer Success

Date

07/20/21

Summary/Objective 

Are you inquisitive? Enjoy guiding people through a process over time? Thrive on overcoming challenges and even conflicts? We are looking for a highly motivated individual with a high EQ to join our growing company.  The role of Customer Success Manager (CSM) is a key position that reports to the Director of Customer Success and is responsible for proactively ensuring that our customers are fully engaged and getting the value that they expect from our services. The CSM provides ongoing, strategic oversight/advocacy for our customers, and collaborates with them to achieve successful outcomes.

While the ideal candidate will have demonstrable experience in the three following areas, we want to talk with you if you possess two of the following:

  • Currently in a Customer Success position (or similar client facing role like sales, account management, consulting, etc.)
  • High emotional intelligence necessary for positive engagement with both executive & operational stakeholders
  • Information Security industry experience

As a Customer Success Manager, your primary responsibilities include, but are not limited to:

– Ensure customer retention and manage customers’ success and growth by engaging with customers throughout the relationship lifecycle and executing the steps in our standard customer journey
+      Participate in customer meetings (e.g., onboarding kick-offs, regularly scheduled operational calls, quarterly reviews)
+      Develop and implement plans to deliver successful customer outcomes
+      Lead Year in Review & post-project presentations to showcase annual ROI/value of service

– Collaborate with customer stakeholders and Infolock team to define success criteria that correlates with customers’ business objectives and strategic goals

–  Maintain applicable customer information in our data repository

–  Solicit customer feedback via formal conversational surveys and structured customer interaction
+      Collect, analyze, and distribute data internally
+      Seek out additional opportunities for periodic communication with customers to build rapport

–  Serve as a bridge between Service Delivery and Sales:
+      To ensure a seamless handoff from Sales to the Delivery team when onboarding a new customer engagement
+      By communicating:
Status of engagement/program and customer feedback, when appropriate
Problems caused by customer or Infolock, as appropriate
New business opportunities
Contract term expiration and renewal details prior to expiration

– Identify Infolock and customer chokepoints/areas of improvement and help recommend solutions in collaboration with other Infolock resources

– Serve as the customer’s advocate within Infolock
+      Customer-facing crisis management and conflict resolution
+      Participate/coordinate escalation of technical support issues with relevant product vendors

– Coordinate events/activities with Marketing
+      Organize customer events to ensure a delightful experience
+      Drive content to showcase customer success stories

–  Develop upstream/downstream customer relationships to help Infolock establish deeper customer relationships

–  Collaborate with the team to refine and mature our Customer Success department

–  Continue expansion of personal development (e.g., emotional intelligence, industry knowledge, professional development)

Location: Flexible

What’s In It For You:
  • Supportive management will help shape your career in Customer Success
  • Early entry into a new(ish) and growing department whose mission is the foundation of our company ethos
  • Hands on experience helping some of the largest and most complex companies in the world achieve successful outcomes
  • The opportunity to work in one of the fastest and most rewarding fields in the information space
  • No drama workplace; allows flexible remote work and autonomy
  • Fun teambuilding activities throughout the year (e.g., virtual get-togethers/happy-hours, company BBQ’s and team outings)
  • Work for a growing company with a start-up/SMB-like culture with very little turnover; Managing Partners are intentional in maintaining the upbeat and egoless company culture that prioritizes the well-being of each Infolocker
  • Competitive pay and opportunity to earn annual bonus based on outstanding performance
  • Four (4) weeks PTO, paid holidays, health, vision, and dental coverage, and 401(k) benefits

Salary Range (based on experience) $75,000-$95,000/year

What We’re Looking For:

Required education and experience

  • 3-5 years of cumulative experience in a customer facing role with transferrable skills (e.g., sales, account management, consulting)

Preferred education and experience

  • Working in a customer success role
  • Bachelor’s degree
  • Familiarity with the Information Security Industry
  • Experience engaging with a distributed, virtual work force

Required Skills/Abilities

  • Strong analytical skills, with the ability to identify business questions, analyze data, draw conclusions, and develop actionable recommendations
  • Deep sense of empathy with an ability to guide decisions that lead to optimal outcomes
  • Strong sense of ownership and drive for excellence
  • Excellent verbal and written communication skills; ability to communicate complex ideas and abstract concepts through data and written reports as well as presentations
  • History of driving successful change and improvement with impactful and measurable results
  • Ability to develop strong relationships with stakeholders at peer and executive levels
  • Working knowledge of MS Office applications; working knowledge of Salesforce.com a plus
  • Motivation and ability to achieve Customer Success Manager industry certifications

Physical Demands

  • Prolonged periods sitting at a desk and working on a computer

Travel Required

  • About 15%

Location

  • Remote – Flexible with a preference for Texas or the Mid-Atlantic region (Central/Eastern time zones)

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About Infolock

Experts in data governance, Infolock provides consulting and advisory services that help organizations effectively secure, manage, and optimize their data. We help clients regain control of their data with our deep understanding of risk management, combined with technical expertise, and business acumen.  Founded in 2005 and headquartered in Arlington, VA, Infolock is the go-to data management advisory firm for security-conscious organizations in the financial services, healthcare, insurance, retail, manufacturing, and public sectors.

Interested in working with us? Please visit our career center and apply here.