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The Senior Customer Success Manager will build customer relationships, guide onboarding and optimization, and ensure customer satisfaction and retention.
Who We Are
Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.
The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on Built In's 2025 Best Places to Work list. If our mission resonates with you, let’s talk.
What We Believe In
- Do what’s right for the customer
- Be kind and authentic
- Deliver great quality
- Be relentless
Challenges You Will Solve
An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.
What You'll Do
- Act as a trusted partner on product functionality for your customers
- Build strong customer relationships and deliver customer-centric solutions
- Maintain accurate account information to ensure seamless communication between internal teams regarding customer happiness
- Anticipate and adopt new technology and apply new features to educate customers
- Develop and update standard methodology knowledge base and blog posts
- Hold self and others accountable to meet commitments to customers.
- Guide customers through onboarding, adoption, optimization and renewal of Red Canary
- Act as an internal advocate for customers to achieve their security outcomes
- Achieve net retention targets for accounts assigned
- Train and mentor team members
- Create and fine tune processes for CSM team
- Create collateral for CSM leverage
- Strategically provide feedback to improve the overarching customer success program
What You'll Bring
- Willingness to “do a little more” to exceed customer’s expectations
- Ability to effectively prioritize and advance customer issues to the appropriate internal teams
- A listener first, adept at working across internal and external teams with competing priorities
- Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
- Ability to push back on customers when in their best interest; comfortable with difficult conversations
- Strong written and oral communication skills with proven ability to initiate and build relationships via phone
- Ability to collaborate across departments to achieve customer results
- Creative problem-solving skills
- 6+ years experience in a Customer Success role, preferably at a SaaS company
- 2+ years of experience directly supporting enterprise customers
- 2+ years of information security experience required
Total estimated on-target earnings for this role is $126,118- $160,000. This role is eligible for a grant of stock options, subject to the approval of the company's board of directors.
Application deadline is May 8, 2025
Why Red Canary?
Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way.
At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:
https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2025BenefitsSummary.pdf?version=0
Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
Top Skills
Information Security
SaaS
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