Customer Success Manager

6 months ago

Waterloo, Canada eSentire Full time

About eSentire

Founded in 2001, the company’s mission is to hunt, investigate and stop cyber threats before they become business-disrupting events. Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, eSentire mitigates business risk and enables security at scale.

The Team eSentire difference means enterprises are protected by the best in the business with a named Cyber Risk Advisor, 24/7 access to SOC Cyber Analysts, Elite Threat Hunters, and industry-leading threat intelligence research from eSentire’s Threat Response Unit (TRU). eSentire provides Managed Risk, Managed Detection and Response and Incident Response services.

As a Customer Success Manager, you will be responsible for making midmarket customers (businesses over 250 employees and less than 1,000 employees) in your portfolio successful.

You are passionate about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions.

You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.

What You Are Great At
Your top priority will be developing and driving Customer Success Programs for your portfolio of customers — leaving no retention rock unturned. Your responsibilities will include that you:

- Provide overall value and relationship management to portfolio of customers
- Manage customer expectations and demonstrates expertise and leadership
- Understand the broader business perspective and make decisions accordingly
- Provide Insight - surfacing and sharing new/insightful analyses and recommendations across the CS team and product team
- Provide strategic guidance to help your customers grow, so you align eSentire with company’s business priorities
- Build distinctive insight and compelling ROI across all client types
- Conduct customer health-checks and review customer health scores with an emphasis on customers’ success with eSentire
- Monitor and identify adoption, maturity and growth trends customers to inform customer and business strategy
- Manage renewals and find new expansion opportunities within the account
- Manage escalations and service reviews
- Create customer success plans - understanding client objectives and can develop plans to manage
- Collaborate with CSM peers, cross-functional teams, and senior leaders to ensure customers are successful
- Make recommendations and influence important operating issues/decisions for the broader team
- Find ways to streamline work, innovate key processes and leverage technology
- Meet and exceed churn and revenue goals - You will be measured by renewal and retention rates, new sale leads, referenceable customers & NPS

What We Require
- 3+ years managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization. Ability to identify and solve complex problems
- Experience managing about 50 mid-market accounts
- Experience negotiating renewals and working through the commercials
- Represent the voice of customers - identify and convey customer feedback and use cases to product team
- Confidence in setting and delivering upon ambitious metrics
- Understanding of SaaS business models and their overall relationship to Customer Success
- Experience at a security or technology company or relevant consultancy
- Quick to learn new trends, programs and software.
- Ability to learn and persuasively articulate eSentire’s value proposition to client senior executive teams
- Patience and positivity. Ability to be focused during a growing and changing scale-up environment
- Willingness to travel up to 20% (post covid)

Why a Career with eSentire?

**Our Culture**: At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives

**Growth Opportunities**: At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become a part of our team. With growing operations internationally, there are many lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.

**Employee P

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