Customer Success Manager

2 weeks ago

London, Greater London, United Kingdom Contrast Security Full time $100,000
Contrast recognized for its innovation in Runtime Security

Contrast Security is the world's leading provider of security technology that enables software applications to protect themselves against cyberattacks, heralding the new era of self-protecting software.

Contrast's patented deep security instrumentation is the breakthrough technology that enables highly accurate assessment and always-on protection of an entire application portfolio without disruptive scanning or expensive security experts.

Only Contrast has sensors that work actively inside applications to uncover vulnerabilities, prevent data breaches, and secure the entire enterprise from development to operations to production.

As a Senior Customer Success Manager, you will be responsible for the overall success of a portfolio of our customers.

You will lead clients' value realization journeys, coordinating a cross-functional team that spans Sales, Services, Support, Engineering, Product Management, and others.

In this role, you will be one of our client's primary points of contact, working hand-in-hand with technical staff and executives to improve our products' performance, reliability, and business value.


Drive Customer Value:
engender a positive experience for the customer, support their transformation to meet objectives, and seek full Engagement across their organization

Customer Intimacy:
cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership and become an expert on your customers' deployment of Contrast

Onboarding:
deliver and communicate Contrast value to the initial application teams supporting the initial value goals

Adoption:
ensure customers are adopting Contrast and receiving the anticipated results and value and help customers evangelize and roll out Contrast throughout their organization

Success Planning:
define and maintain success plans for customers that continue to outline the desired business outcomes, metrics for success (KPIs), potential issues, and action plans

Escalation Management:
Liaise with Engineering, Product Management, and Sales to quickly remedy accounts in red status

Project Management:
Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders take place

Prioritization:
juggling multiple accounts and activities simultaneously with attention to detail

Operational Excellence:
ensure smooth handoffs from sales to onboarding and from onboarding to business outcomes, adhere to processes and procedures laid down, and maintain data integrity in recording systems

Cross-Functional Support:
partner with renewal and sales specialists to help ensure renewal and expansion opportunities are identified and closed successfully
Solid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOps
~ Background in multiple disciplines is a plus: sales engineering, business consulting, project/program management, business operations, software development and deployment
~ Exceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, create content for documentation deliverables
~ Be mobile and be able to travel to client locations as needed
~ Experience working on enterprise accounts (with ASP in the $100k+ range)
~ Training
Creating and executing against success/project plans
Positive engagement based on insights from data
A bachelor's degree or significant relevant business experience is required. Business or technical degree preferred
Must be Fluent in French
We are focused on building a diverse and inclusive workforce. LI-MA007 #LI-Remote
The onboarding, training, and tools to allow you to excel from day one
A competitive salary package that includes stock options
We are changing the world of software security. We believe in what we do and are passionate about helping our customers secure their business.
If you're looking for a challenge and want to enjoy where you work, you'll love Contrast Security.
Contrast Security is committed to a diverse and inclusive workplace.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Equal Opportunity is the Law, and Contrast is proud to be an equal-opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.
and hereby give your consent for Contrast Security, Inc.

and/or our HR-related Service Providers to use this information for the purpose of processing, evaluating and responding to your application for current and future career opportunities.

If you are a resident of the European Economic Area or are applying for a position in the European Economic Area, Contrast's Privacy Statement reflects our policies around compliance with the General Data Protection Regulation ("GDPR") and your rights respective to GDPR as a California resident, you are entitled to certain rights under

CCPA:
The California Consumer Privacy Act of 2018 ("CCPA") will go into effect on January 1, 2020. CCPA also gives employees, applicants, independent contractors, emergency contacts, and dependents ("CA Employee") new rights to privacy.

Although we value the services you provide, at this time, we are only accepting resumes from agencies, headhunters, or other suppliers who have signed a formal agreement with us.

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