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As a Customer Success Manager at Recorded Future, you will be part of a fast-paced and high-growth team delivering innovative cyber threat intelligence solutions to protect our clients. Your primary responsibility will be to maintain a rapidly growing client portfolio and ensure our users get the most value out of our products and services.
Key Responsibilities- Act as the primary point of contact for customer security teams, including SOC, CTI, IR, GRC, Fraud, and more.
- Drive product adoption across a diverse portfolio of the company's top enterprise clients across our EMEA territory.
- Execute our client engagement strategy by delivering comprehensive Success Plans.
- Manage and answer inquiries about our Intelligence Cloud, API/Integrations, and other services.
- Identify, assess, and escalate account risk factors and orchestrate remediation efforts.
- Work closely across the Intelligence Services Department and other teams — Onboarding, Training, Support, Operations — to construct and scale solutions across customer businesses.
- Learn our platform, stay current on cybersecurity events, and build deep familiarity with the various customer security functions where we deliver value.
- Regularly capture and internally share your customers' experience with Recorded Future.
- Be ultimately accountable for the overall health of each customer by ensuring high rates of customer adoption, growth, and retention.
- Demonstrated experience in Customer Success and enablement principles.
- Strong understanding of Cyber/Information Security fundamentals.
- Familiarity with Project Management processes, strategies, and methods.
- Passion and drive for making customers happy and successful.
- Positive, collaborative, and energetic attitude with a strong desire to make an impact.
- Polished and professional approach for delivering customer engagements.
- Experience designing and executing communications and/or customer success programs.
- Superb communication skills with an ability to convey complex concepts to all levels of client personnel–from an analyst up to the CISO.
- Bachelor's degree or 3+ years of relevant Customer Success and SaaS work experience.
- A Native Spanish speaker and fluent in English.
