The Senior Customer Success Manager (Senior CSM) is the lynchpin of WMC Global’s client relationships.  Reporting to the Senior Manager of Customer Success and working as part of the Operations team, the Senior CSM serves as the primary point of contact for existing Cyber Threat Intelligence product suite clients.  The Senior CSM is responsible for ensuring basic client needs are met, charting a path to reach security goals using WMC Global products and contributing to the Customer Success (CS) department and WMC Global’s product strategy by sharing client feedback and insights.  This role serves as the primary gatekeeper for all client relations and works with WMC Global’s internal teams to execute RFIs, understand the threat landscape, and address any escalations or concerns.  The Senior CSM will also proactively assess the client’s needs, monitor account health, and recognize opportunities for WMC Global to offer solutions and support. 

This position is fully remote, based in the United States, and may require up to 5% domestic or international travel. This is a full-time, exempt position.

ESSENTIAL JOB FUNCTIONS: 

• Provide exemplary customer service, focusing on execution of contracts and problem-solving any customer issues that arise. 
• Define and optimize the customer journey by serving as the first point of contact for customers and proactively identifying ways to deliver value:
  • Seek holistic understanding of customer goals and objectives.
  • Build and document a success plan to use as a roadmap for optimizing the client relationship.
  • Derive and articulate customer value from routine operational and threat intelligence taskings.
  • Evangelize the customer viewpoint, orienting internal teams to best deliver relevant intelligence and metrics.
  • Track client health metrics and recommend optimization opportunities to management. 
• Maintain a high level of customer engagement, adoption, and satisfaction to encourage clients to fully utilize and promote WMC Global’s services.
  • Host cadence meetings, developing, disseminating, and managing tailored meeting agendas and ensuring internal team actions are completed and requested information prepared.
  • Deploy cadence meeting best practices and guide Junior CSMs on agenda development.
  • Manage client deliverables and internal technical teams autonomously to deliver on customer time and value expectations.
  • Identify training needs and areas for greater adoption, organizing and informing SME-led trainings and meetings.
  • Facilitate internal data studies to deliver maximum insights.
  • Review and narrate usage metrics during cadence meetings.
• Serve as the primary POC and face of WMC Global, triaging incoming communications and disseminating all outgoing communications.
  • Escalate client issues and concerns to the appropriate team/department when needed and ensure the client is informed on the progress; manually track escalations to completion.
  • Troubleshoot customer issues and work to identify potential problems and offer solutions proactively. 
  • Develop external messaging and client communications thoughtfully, packaging nuanced and sometimes confidential information.
• Shepherd clients and internal stakeholders through renewal processes and associated paperwork, ensuring timely renewals at an escalated ARR rate.
• Review and interpret contract language to best make recommendations on scoping contract renewals, determine pricing, and lead external negotiations.
• Support the client onboarding process, providing external client support and internal liaising to ensure new clients experience a smooth transition.
  • Work with customer to define the clients’ goals and gather relationship and contract details for complete understanding in preparation of new customer onboarding.
  • Host internal handoff meetings, aligning the Business Development and delivery teams to ensure all client expectations are understood and that any custom delivery mechanisms are determined.
  • Kick off and manage internal operations, in partnership with Junior CSMs, until the client is fully onboarded and set up in WMC Global’s internal tools and systems.
  • Complete and deliver external onboarding presentations to customer, guaranteeing full understanding of WMC Global, its POCs, and contract details.
  • Partner with Junior CSMs to develop onboarding strategy and execution for Junior CSM customers, serving in a mentorship capacity.
• Ensure timely delivery of reports, provide value to the client, and meet all customer needs.
• Recognize opportunities to provide additional services to customers and review market and internal feedback, collaborating cross-functionally to provide new features or services and streamline internal processes for enhanced delivery.
• Document and share feedback proactively with the Product and Operations teams to drive improvements to systems, software, and procedures to enhance client services. 
• Develop relevant presentations, documentation, or other materials needed for customers in partnership with the Operations, Business Development, Marketing, and Product teams.
  • Aid management in templatizing CS marketing materials and continuous build out of department document repository.
• Uphold corporate SOPs, ensuring established processes and procedures are followed.
• Foster a spirit of teamwork that strives for cohesive, high-quality performance and innovative problem solving.

ANCILLARY JOB FUNCTIONS:

• Develop account reviews and provide regular status updates for client and company advocacy, establishing client retention strategy and goals.
• Support Product to identify and assist in prioritizing changes to the roadmap based on client feedback and business needs.
• Assist Product in creating self-service and educational materials.
• Keep informed of emerging technologies, regulatory needs, and industry best practices.
• Serve as representative of WMC Global at technical, industry, customer, and networking events.
• Perform other duties as assigned.

JOB COMPETENCIES/SKILL REQUIREMENTS/QUALIFICATIONS:

• 7–10-years professional experience, of which 5+ years of customer success or equivalent account management experience, with a proven track record building relationships with customers across diverse industries and different technical levels
  • 1+ years’ experience working in cybersecurity or related industry, direct Cyber Threat Intelligence preferred 
• Experience with SMB technology companies is strongly preferred 
• Driven with a passion for streamlining the customer experience
• Strong organization and time- and self-management skills
  • Sound analytical and problem-solving skills, with strong attention to detail
  • Personal accountability is essential
  • Strong adherence to process and change management controls
  • Adaptable and able to manage multiple priorities simultaneously
  • Validated success working in a remote fast-paced, team-oriented environment
  • Comfort with information exchange, asking questions, and seeking feedback and constructive criticism
• Ability to communicate independently in structured, concise format
  • Crisp verbal and written presentation skills 
  • Strong command of English language and ability to deliver polished finished intelligence 
• Experience in navigating CRM (HubSpot preferred), MS Office 365, Jira, and Confluence
• Ability to learn and understand, at a high level, basic cybersecurity concepts including cyberattacks, phishing, and associated defensive techniques 
• Sustained demonstration of integrity and discretion in handling confidential or sensitive information
• Adherence to and respect for WMC Global’s values, which form the bedrock of all our business dealings

EDUCATION/TRAINING:

• Bachelor’s degree in business administration or related field required
• PMP and/or Six Sigma certification a plus