Customer Success Manager - US

US - Onsite / Remote /
Commercial – Customer Success - US /
Permanent Full Time
Tessian

Tessian protects every business’s mission by securing the human layer 💫

We're building intelligent security that works for human beings as they are, not how security policies would like them to be. Using machine learning technology, Tessian automatically predicts and eliminates advanced threats on email caused by human error - like data exfiltration, accidental data loss, business email compromise and phishing attacks - with minimal disruption to employees' workflow. As a result, employees are empowered to do their best work, without security getting in their way.

Founded in 2013, Tessian is backed by renowned investors like Sequoia, Accel and Balderton and has hubs in San Francisco, Boston, and London.

Customer Success at Tessian

With exceptional product/market fit for our category-defining Human Layer Security software platform, we’re transitioning from 'start-up' to ‘scale-up’, and looking for an experienced Customer Success manager to help define and build out the CS function in the US.

We are looking for passionate entrepreneurs, builders and straight up hustlers to help us design and execute the strategy for US customer success. You'll work closely with our evangelistic and diverse US customer base in order to demonstrate and amplify the value Tessian brings, and develop & deepen meaningful relationships. 

Taking ownership of a rapidly expanding and strategically critical section of our customer base, you will be working closely with a range of customers of differing sizes (100 - 10,000 users), industries (legal, financial, technology, etc) and stakeholders (CIOs, CTOs, CISOs). 

You’ll be comfortable moving quickly and accurately, and be brilliant at continually re-prioritizing what must get done to keep Tessian growing at pace. As well as being responsible for renewals and advocacy in our US customer base, you'll be a bridge between engineering, product and our customers - communicating our technology, understanding customer pain-points and interpreting future customer needs to inform our product development.

In this position you'll get to:

    • Serve as the primary point of contact post implementation. 
    • Work with customers to identify and close expansion opportunities within our customers 
    • Develop a trusted advisor relationship with customers and executive sponsors to ensure they are using the solution to achieve full business value
    • Conduct periodic customer reviews - accurately assessing customer health, helping define adoption strategies and ensure value realization
    • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
    • Act as the voice of the customer and collect feedback to drive continuous improvement in the product and our processes

We'd love to meet someone who:

    • Has experience working in a fast paced, high-growth B2B SaaS technology environment, selling enterprise software
    • Has 3-5 years of quota carrying account or customer success management experience, with responsibilities over retention as well as expansion
    • Understands the ebbs and flows of a fast paced start-up environment because your track record shows that you’ve stuck it out through the ups and downs!
    • Is driven & highly ambitious
    • Understands the legal, financial and professional-services sectors
    • Has a proven track record of working in a competitive, fast-paced and high pressure environment
    • Is a best-in class communicator, both verbally and in writing
    • A unique experience that you believe is relevant and an advantage. Every CSM is different and we embrace that. 

Why we think you'll love it here:

    • All Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark against other VC-backed companies to provide above market rate salaries for companies of our size.

    • Beyond this, there’s plenty more that makes Tessian a great place to work: 

    • A full week of work-remote a year (for those who aren't fully remote!), in addition to 31 days of paid holiday (20 days PTO + 11 federal holidays)
    • An extra day of paid holiday (up to 5) for every year you're with us!
    • Curate your career with development experiences uniquely suited to you
    • We’re family friendly, with policies built to support you in all stages of life
    • High-quality tech kit for you to work on
    • Comprehensive & generous health insurance options
    • If you're relocating to join the team in person, we'll provide a contribution to help with your costs
    • On Fridays we stop at 5 for a virtual happy hour (or, to just log off early!) 
    • Classpass subsidy - which you can use for either in person or virtual classes 

    • Coronavirus has changed how we work, and we’re currently working from home. During these times we’re supporting our team with: 

    • A work-from-home subsidy for every new joiner to cover all your home office must-haves
    • Amazing Remote socials with food and drink budgets 

    • And there’s plenty to look forward to once we’re back in the office too (we expect to have an East-coast (Boston) & West-coast (San Francisco) office presence: 

    • An array of breakfast options, delicious snacks, drinks and a top-of-the-range coffee machine
    • Flexible work from home policy (for those who aren't already fully remote)
    • Team lunch provided once a week
    • Ping-pong and chess tournaments
    • Whole team socials every quarter
    • Dinner budget for those times you just can’t tear yourself away


Why we think you'll love it here 😍...

All Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark against other VC-backed companies to provide above market rate salaries for companies of our size.

Beyond this, there’s plenty more that makes Tessian a great place to work: 

- A full week of work-remote a year (for those who aren't fully remote!), in addition to 31 days of paid holiday (20 days PTO + 11 federal holidays)
- An extra day of paid holiday (up to 5) for every year you're with us!
- Curate your career with development experiences uniquely suited to you
- We’re family friendly, with policies built to support you in all stages of life
- High-quality MacOs tech kit for you to work on
- Comprehensive & generous health insurance options
- If you're relocating to join the team in person, we'll provide a contribution to help with your costs
- On Fridays we stop at 5 for a virtual happy hour (or, to just log off early!) 
- Classpass subsidy - which you can use for either in person or virtual classes 

Coronavirus has changed how we work, and we’re currently working from home. During these times we’re supporting our team with: 

- A work-from-home subsidy for every new joiner to cover all your home office must-haves
- Amazing Remote socials with food and drink budgets 

And there’s plenty to look forward to once we’re back in the office too (we expect to have an East-coast (Boston) & West-coast (San Francisco) office presence: 

- An array of breakfast options, delicious snacks, drinks and a top-of-the-range coffee machine
- Flexible work from home policy (for those who aren't already fully remote)
- Team lunch provided once a week
- Whole team socials every quarter
- Dinner budget for those times you just can’t tear yourself away

Equality & diversity ⚖️

Tessian is an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. The Human Layer we're securing is diverse, and we know we need to be diverse and inclusive to successfully create HLS that reflects this. You can read our equality and diversity statement here.

As part of our commitment to equality and diversity, we're also a corporate member of the WISE Campaign for gender equality in STEM & we're a founding member of the WEDS network driving diversity & inclusion in startups.

#humanfirst 🙋‍♀️💁‍♂️

Obligatory small print

Please note that we do not accept applications or résumés from recruiters. Any unsolicited CVs, profiles, or names, submitted in any format, by any channel, to any of our team, will be deemed to fall outside any terms and/or conditions with either the person submitting the information or their company of employment/representation.

By submitting your application to Tessian, you consent to Tessian retaining your information and contacting you about future job opportunities, that may be of interest, for up to 2 years in accordance with our Privacy Policy

Please note, that any job offers will be subject to the candidate passing background screening checks.

We're a #LI-Remote company offering Choice First working practices where possible.