Customer Success Manager

San Francisco
Customer Success
Full-time
Imagine working on a global communication network that’s used by 3.7 billion people and every day more than a quarter trillion messages cross this network. There’s just one problem: even in today’s modern world, phishing attacks run rampant, costing companies billions of dollars each year. Whether it’s from wire fraud, W-2 thefts, or targeted attacks to steal data, companies have been powerless to protect themselves. 

Valimail offers a comprehensive solution for stopping fake email, protecting brands, and helping ensure compliance. We’ve already stopped billions of malicious emails from being delivered, won over a dozen prestigious cybersecurity awards, and count some of the world's biggest companies as customers, including Fannie Mae, Uber, WeWork, Yelp, and the U.S. Agency for International Development. 

Responsibilities: 

Manage a portfolio of customers and foster long-term business relationships
Ensure that the product onboarding and implementation is completed in timely manner and customers reach enforcement within the designated timeline  
Conduct periodic touch points and execute customer outreach campaigns  
Deliver Quarterly Business Reviews (QBRs) to review and analyze product usage, metrics, customer satisfaction, etc.  
Serve as an escalation point to drive resolution promptly
Become the customer advocate to drive cross-functional teams across development, product management, services and support
Facilitate technical workshops, webinars and roadmap discussions  
Own the customer satisfaction, retention and expansion
Identify renewal risks on an ongoing basis and collaborate with internal teams to remediate customer issues 
Monitor key performance metrics - e.g. customer health score, customer satisfaction, renewal rate, upsell/cross-sell lead identification, renewal likelihood, adoption, etc.

Requirements:

4+ years of experience as a Customer Success Manager within the SaaS industry
Excellent communication skills (verbal, written and presentation)
Excellent customer relationship management skills
Self-motivated, self-starter, well organized with strong attention to detail
Problem solver and resourceful  
Effectively manage competing priorities and escalate issues to the proper channels
Ability to work cross functionally in a rapidly changing environment
Excellent organizational skills - role will be expected to manage multiple customers concurrently with varying priority
Strong experience in information security, email phishing, threat vectors, etc.


Valimail offers a comprehensive solution for stopping fake email, protecting brands, and helping ensure compliance. We’ve already stopped billions of malicious emails from being delivered, won over a dozen prestigious cybersecurity awards, and count some of the world's biggest companies as customers, including Fannie Mae, Uber, WeWork, Yelp, and the U.S. Agency for International Development.