Senior Customer Success Manager

Remote (United States) /
Customer Experience – Customer Experience /
Full- time
/ Remote
Uptycs builds best-in-class cloud security products that leverage lightweight tools, built on open source software, to collect everything that can help detect, understand, and mitigate a wide variety of security problems. We run on laptops and cloud workloads, monitor Kubernetes and serverless containers, analyze AWS/GCP/Azure configuration and CloudTrail events, you name it. We analyze petabytes of data, process millions of events per second, and run a control plane that enables continuous scanning for vulnerabilities, misconfigurations, and APT malware on all major cloud providers and hundreds of thousands of macOS, Linux, and Windows endpoints

Uptycs enables security professionals at companies such as Comcast, Flexport and Lookout to quickly prioritize, investigate, and respond to potential threats across a company's entire attack surface.

We’re looking for Senior Customer Success Managers to join our growing customer-facing team. As a Senior CSM, you will be instrumental in ensuring our customer deployments are effectively managed and customers have an excellent overall experience along the journey. The right candidate will have customer-facing project leadership experience in a variety of pre and post-sale customer engagements, good cybersecurity domain as well as SaaS delivery/deployment knowledge including DevSecOps, the CI/CD pipeline, containers, and container orchestration, AWS products, and their counterparts at Azure and GCP. 

As the key customer advocate, you’ll also have a grasp on the workings, priorities, and challenges of customer security organization personas when it comes to cloud and enterprise security. Your overarching goal will ensure product adoption, timely renewals, account growth, and value delivery while driving project timelines, QBRs, product awareness, and helping navigate the deployment and expansion journey.

What You'll Do:

    • Establish and nurture rapport with customers that is conducive to a long-term business relationship. 
    • Provide leadership and assume responsibility for key post-sale services including, but not limited to solution development, technical support, training, and monitoring services. 
    • Participate as required in client-facing aspects of new and existing account implementation and ongoing monitoring.
    • Execute customer onboarding and deployments leveraging client management practices and proven deployment methodologies continuously improving our Time to value.
    • Collaborate effectively with key customer contacts to improve customer engagement outside of regular project deployment activities.
    • Participate as required in client facings aspects of new and existing account implementation and development.
    • Engage in the pre-sales cycle of complex opportunities and build statements of work.
    • Provide advanced problem-solving, troubleshooting, and system consultation to customers
    • Proactively identify and orchestrate prompt resolution of internal and client issues.
    • Continually offer input to innovate processes, and systems to improve our customer success activities.

What We're Looking For:

    • 5+ years in a Customer Success/Account Management focused role supporting a SaaS-based Cybersecurity or cloud-based product. 
    • Experience/Knowledge of cyber-security, cloud, and/or containers.
    • Ability to interact effectively at all levels, both internally and externally, and negotiate effectively delivering “win-win” results.
    • Successful experience managing key customer relationships at large global companies with high complexity, focus, and intensity.
    • Proven ability to navigate complex customer organizations, and align strategic solutions to multiple stakeholders within a target customer.
    • Ability to multitask and meet critical deadlines in a fast-paced environment.
    • Strong team player with experience navigating internal teams and coordinating effective customer delivery aligning customer needs.
Uptycs is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status. Uptycs is a progressive and open-minded workplace where we do not tolerate discrimination or harassment in any form. If you are smart, passionate and good at what you do, come as you are.