Customer Success Manager

4 months ago

Vancouver, Canada Kobalt Security Inc. Full time

At Kobalt.io, our mission is to solve cyber security for SMB at scale. We believe Small businesses are the engine behind innovation and growth in the market. Our success to date has been predicated upon our ability to understand the needs of these customers and continue to design/refine services that fit those needs. This is reflected in everything we do from the programs we build to the partnerships we have engaged in with companies such as Vanta, Prescient and Sumo Logic.

We’ve just completed our fifth year of operation, and are looking to take the next step in our evolution by building out a world class Customer Experience Organization. In order to do this correctly, we are seeking a highly motivated Customer Success Manager who is prepared to become CSM #1, helping to build out the function, defining process and measurements for success that will become the foundation of our team as we continue to solve cyber security for SMB at scale.

Bottom line, you will be the voice of Kobalt.io, responsible for helping keep our customers moving toward their goals and ultimately successful and happy. If you are ready for this challenge and want to join our growing team, we would love to hear from you.

What you’ll do as the founding Customer Success Manager at Kobalt.io:

- Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.
- Become a product expert on Kobalt.io and how our services can be used to improve the cyber security posture of our clients.
- Provide insightful technical answers and recommend the most efficient way for customers to achieve their business goals using our services.
- Develop a trusted advisor relationship with your accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy.
- Influence Kobalt.io’s strategy and services priorities to drive adoption and retention by being the voice of the customer.
- Work cross-functionally to resolve customer business issues and work toward mutual goals.

How to be successful in this role:

- Have 3+ years of experience in Customer Success at a Services company.
- Have 3+ years working in the cyber security and/or compliance industry.
- Possess clear and thoughtful communication skills, with strong critical thinking ability.
- Be highly empathetic to customers, with a proven track record of long-term customer retention.
- Possess the technical competency to understand Kobalt.io’s services and build great relationships with customers.
- Have stellar problem-solving skills, and an enthusiasm for making a large impact early on a start-up.
- Have entrepreneurial spirit, initiative and autonomy so you can make a huge contribution to Kobalt.io.
- Ability to work in a 100% remote environment.

As a member of Kobalt.io, you can expect:

- Competitive compensation and stock options to reward the value you bring to Kobalt.io.
- Technology stipend to offset the cost of remote work technology (laptop, monitor, phone, etc.).
- Medical, dental, and optical benefits to prioritize you and your family’s well-being.
- Invest in your learning and development opportunities to support your career growth.
- Engaging and fun weekly events to foster strong work culture and interpersonal connections.
- A diverse and inclusive team that encourages innovative and unique perspectives
- Kobalt.io values work-life balance and offers a fully remote work environment for its employees.

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