Intermediate Customer Success Manager

Absolute Securityabout 8 hours ago

Remote

Remote

$88,000 - $105,000/annually

Senior Level

full_time

Intermediate Customer Success Manager

Absolute is a global cyber-security technology company based in Vancouver, BC that helps stop downtime. We help organizations recover and resume normal operations in the face of security breaches. Absolute envisions a world where security and IT professionals always retain control over their devices and data. We're the first and only company to offer uncompromised visibility and near real-time remediation of security breaches at the source.

As an Intermediate Customer Success Manager at Absolute, you are front and centre with our customers and their executives, helping them achieve their goals and ensuring value-driven engagements. With your passion for technology and a strong customer-focused approach, you work with cutting-edge software to support our customers' mission-critical applications. Collaborating with all parts of the business including Product Management, North American Sales teams, Technical Support and more; Customer Success acts as the definitive "voice of the customer" within Absolute.

And as a member of our overall Customer Experience team, you are an excellent team player as well as a meaningful contributor that can work independently to resolve customer challenges. We are part of a greater team that looks after each other while also building out a unique culture that knows when to acknowledge and celebrate our successes.

What You'll Do

• Be the "voice of the customer" within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute product suite
• Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute.
• Conduct strategic customer workshops and engagements to drive incremental business value through identifying and increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions)
• Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting with your sales team partners, strategic account reviews.
• Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies.
• Focus on net dollar retention by:
• Identifying and mitigating risk on customer accounts and work with account teams and executives to ensure customer renewals and mitigate risk of churn.
• Uncovering growth opportunities in your portfolio through expansion, upsell and cross-sell to provide a rewarding customer experience.
• Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve.
• Build relationships internally across Sales, Product and Support teams to escalate customer needs and identify expansion and renewal opportunities.
• Collaborate cross-functionally with other internal teams such as Professional Servies, Product Management, Marketing and Sales to cooperatively drive, maintain, and improve customer health and value perception
• Protect the security and privacy of Absolute and its customers

What You'll Bring

• 2+ years Customer Success experience within a SaaS high-tech work environment working with Commercial customers in the Mid-Market segment
• Strong aptitude for technology with the ability to explain technical concepts and theories to technical users
• Exceptional ability to communicate and foster positive business relationships
• Team player, that strives to develop win-win situations for customers and colleagues
• Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level
• The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
• Ability to take initiative, own processes and work independently as required
• Strong understanding of Windows, macOS, and Linux operating systems
• High level knowledge of network stacks and patch management best practices
• Experience with CRM tools such as Salesforce and Gainsight)

Preferred Experience

• Security (CISSP, GIAC, CompTIA Security+, etc) or networking (CCNA, CompTIA Network+, etc) certifications
• Bonus: Experience in Information Security operations

The pay range

The OTE range for this position is from $88,000-105,000 annually; OTE includes a variable commission component and the pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity.

Why Work For Us:

You're resilient and passionate about securing the Work from Anywhere era. So are we.

We're in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we're looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.

Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers' shift to work-from-anywhere through the industry's first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.

Our vision is to be the world's most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at or visit our YouTube channel

Computer and Network Security

Absolute Security is partnered with more than 28 of the world's leading endpoint device manufacturers, embedded in the firmware of 600 million devices, trusted by 21,000 global enterprises, and licensed across 14 million PC users. With the Absolute Security Cyber Resilience Platform integrated into their digital enterprise, customers ensure their mobile and hybrid workforces connect securely and seamlessly from anywhere in the world and that business operations recover quickly following cyber disruptions and attacks. Our award-winning capabilities have earned recognition and leadership status across multiple technology categories, including Zero Trust Network Access (ZTNA), Endpoint Security, Security Services Edge (SSE), Firmware-Embedded Persistence, Automated Security Control Assessment (ASCA), and Zero Trust Platforms. To learn more, visit and follow us on , X, Facebook, and YouTube.

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