Customer Success Manager - Customer Success

Sunnyvale, CA

Description:

SafeBreach is a pioneer in the emerging category of Breach and Attack Simulation (BAS). The company's groundbreaking platform provides a "hacker's view" of an enterprise's security posture to proactively predict attacks, validate security controls and improve SOC analyst response. SafeBreach automatically executes breach methods with an extensive and growing Hacker's Playbook™ of research and real-world investigative data. With headquarters in Sunnyvale, CA, the company is funded by Sequoia Capital, Deutsche Telekom Capital, Hewlett Packard Pathfinder, PayPal and investor Shlomo Kramer.

This highly visible and impactful role of Customer Success Manager (CSM), will be responsible for post-sales consulting, product implementation/deployment of SafeBreach platform, ongoing technical support and increase usage of SafeBreach platform by building relationship with all of customer accounts primarily focused on customers and prospects within USA. This position will require consultants to interface with customers and partners to offer in-depth product and technology consulting related to SafeBreach breach simulation platform, general hacker attack methods and techniques, key exploits used during simulation, make customers understand the breaches found and help them mitigate breaches in their environment. The successful candidate must be a self-starter, great customer advocate, capable of being highly productive with customers, delivering multiple quality customer engagements and deployments, able to handle technical support and deliver excellent customer satisfaction. Another key responsibility for this role is to develop bonding and continuous relationship with customers to achieve 0% churn rate resulting in continuous renewal and up sell opportunities for SafeBreach.

This is an individual contributor role, and does not have any managerial function(s), but has lots of potential to grow into building a team.

Key responsibilities Summary:

  • Ensure that SafeBreach products are deployed and operating to meet customer's expectations during post sales cycle(s) for key customer accounts you are responsible for.
  • Provide customers with deployment consulting, progress reports and other project documentation. Troubleshoot and solve technical issues with Support and dev team on any issues arise during deployment.
  • Post deployment technical support - Solve any support issues after the product is deployed for all of customer accounts you are responsible for or beyond
  • Facilitate continuous product feedback, up sell opportunities and achieve 100% renewal rate

Requirements:

This position requires strong technical skills and solid experience working with Cloud technologies, Application Proxies, Internet Security, Networking, data security and other data center Technologies.

  • Knowledge of firewall, IDS/IPS, AWS infrastructure technologies, security breaches, ethical hacking
  • Ability to scope, design, document and manage multiple customer deployments in parallel
  • Self-starter/learner and independent, but also able to work within a team environment, helping out when needed on various deployments
  • Able to accept constructive criticism from sales and customers and implement relevant changes to improve deployment efficiency and pace
  • An aptitude for mastering new infrastructure and various security applications within dynamic customer environments
  • Ability to understand and communicate various security concepts quickly, succinctly and accurately
  • Highly motivated, driven and passionate about technology and customer success
  • Excellent written and verbal communications skills; excellent interpersonal skills; at ease and comfortable working in a client environment remote and onsite
  • Able to plan for and deliver a project or multiple projects on a specific and short deadline

Qualifications:

  • 5-7 years of experience in a Professional services or Consulting, technical support, Sales Engineering or similar customer facing position
  • Deep knowledge of end point security, IDS/IPS, TCP/IP, HTTP, Load balancers, application proxies and firewalls
  • Deep knowledge of operating systems such as Linux, Windows and VMware ESX
  • BSCS or equivalent experience
  • Required travel to Europe when needed. Up to 20% travel may be required.