About Skopenow:

Skopenow is a leading provider of comprehensive threat intelligence and OSINT solutions. The company’s investigative products are used by over 1,500 customers, including 20% of the Fortune 500 as well as numerous government and law enforcement agencies. Skopenow empowers organizations to more efficiently and effectively gather and analyze open-source information, identify trends and patterns in the data, and detect emerging threats and fraud. Founded in 2016 and headquartered in New York City, Skopenow is a high-growth, venture-backed technology company.

Job Opportunity: Customer Success Manager

Location: Remote. Anywhere in the United States. Must be able to work EST hours (9am-6pm).

Position Overview:

As a Customer Success Manager at Skopenow, you will play a pivotal role in ensuring our clients maximize the value of our platform. You will be responsible for managing and growing relationships with a portfolio of corporate clients, guiding them through onboarding, training, and ongoing support to drive product adoption and success.

Responsibilities:

1. Client Relationship Management:

• Develop strong relationships with key stakeholders within corporate clients' global security, investigations, and insurance teams.
• Serve as the main point of contact post-sale, managing the customer lifecycle from onboarding to renewal and expansion.
• Act as a trusted advisor and voice of the customer. Provide internal feedback to leadership, to ensure Skopenow continues to exceed customer expectations.

2. Product Adoption and Success:

• Ensure successful adoption of Skopenow's product platform by providing training, coaching, and ongoing support.
• Conduct regularly scheduled business reviews to assess client needs and identify opportunities for expansion.

3. Cross-functional Collaboration:

• Pre-Sales/Sales Collaboration: Work closely with pre-sales and sales teams to facilitate smooth transitions from the sales process to onboarding, ensuring that client expectations align with the platform capabilities.
• Product Development Collaboration: Act as a liaison between clients and the product development team, gathering user feedback to drive continuous improvement and innovation.
• Executive Leadership Collaboration: Collaborate with the executive team to deliver key data points, insights, and success stories, ensuring alignment between client success and company strategy.
• Marketing Collaboration: Partner with the marketing team to share and promote client successes, wins, and case studies to enhance Skopenow's brand and support new client acquisition.
• Support Team Collaboration: Partner with Product Support to stay informed on live customer conversations, inquiries, requests, and product feedback. Two-way communication is key and can serve as a means to interact with busy customers.

4. Book of Business Management:

• Effectively manage a portfolio of 60-80 customers, totaling $1-2 million in annual recurring revenue.
• Own the entire renewal and upsell process, working closely with clients to understand their evolving needs.

Qualifications:

• Minimum of 5 years of post-sales customer success experience at a B2B SaaS company, preferably in the open-source intelligence investigations space.
• Engaging, go-getter personality with strong interpersonal skills to build relationships with users and buyers.
• Exceptional organizational skills with the ability to manage a substantial book of business.
• Proven experience working cross-functionally with internal teams to achieve common goals.
• Track record of successfully owning and managing SaaS product renewals and upsells.

How to stand out:

• Local to NYC with the ability to commute to our HQ office daily.
• Prior hands-on experience within OSINT investigations as an intelligence analyst or investigator.
• User or trainer familiarity with commercial OSINT tools.