{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Manager, Customer Success (Enterprise)","description":"

Who We Are

Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.

The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list. If our mission resonates with you, let’s talk.

What We Believe In

Do what’s right for the customer
Be kind and authentic
Deliver great quality
Be relentless

Challenges You Will Solve

Red Canary is on a journey to create a world where every organization makes their greatest impact without fear of damage from a cyber attack. The work we do helps organizations, and the people who work there, do their work safely. This is a mission that matters.

Your team’s mission is to empower our customers to continuously improve their security outcomes, so that they can make their greatest impact. We develop great relationships, which unlock the power of Red Canary.

You will lead a team of Customer Success Managers in our Enterprise segment. Your focus is two-fold: (1) to coach and guide your CSMs towards creating great customer relationships, and (2) to operationally scale the customers under management. Your “north star metric” is Net Revenue Retention.

What You'll Do

Lead a team of 5-10 Customer Success Managers within a broader Customer Success team
Serve on a Customer Success leadership team, contributing to our charter, strategy, and goals
Use analytics and metrics to identify opportunities for operational scaling and team optimization
Collaborate closely with Operations teams to propose, activate, and complete projects which optimize and scale the team’s output
Identify and address customer risks proactively, implementing effective mitigation strategies.
Partner cross-functionally with Sales, Security Operations, Product, and Support to deliver a seamless customer experience.
Work closely with CSMs to solve complex challenges, unlocking product innovations through customer feedback and unique use cases.
Set clear expectations, and accountability for results
Mentor CSMs, setting clear expectations and holding them accountable for results while supporting their career development.

What You'll Bring

Bachelor’s degree or equivalent preferred
5+ years in customer success or account management roles with at least 5 years managing high-performing teams
Proven ability to scale operations and drive improvements using customer success methodologies and KPIs.
Strong data analysis skills to inform decision-making and optimize team performance.
Demonstrated success in building customer relationships that drive long-term value, preferably in a B2B SaaS / Services environment.
Experience in cybersecurity is a strong plus.
Proficiency with CRM and customer success platforms (Salesforce, Salesloft).
Ability to build strong cross-functional relationships and drive alignment across teams.
Strong interpersonal and stakeholder management skills.

Why Red Canary?

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way.

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:

https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2024BenefitsSummary.pdf?version=0

Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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