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Senior Customer Success Manager



Customer Service, Sales & Business Development
Posted on Monday, June 3, 2024

At Synack, we create technology that unleashes the best cybersecurity talent to secure our digital world.

We protect leading global organizations by reducing companies’ security risk and increasing their resistance to cyber attack. How do we do this? By utilizing the world’s best and most trusted team of ethical hackers who test through our powerful and controlled platform to deliver real security without compromise.

Backed by top-tier venture capital firms including Kleiner Perkins Caufield & Byers, Microsoft, and Google Ventures, Synack's mission is to leverage global security talent coupled with advanced technology to help enterprises discover security vulnerabilities before they become business problems. Discover the possibilities at Synack!

The Senior Customer Success Manager serves as a trusted advisor and customer advocate, helping our customers achieve success and maximize their return on investment with Synack.

You will leverage your customer management, business and sales acumen, and technical skills to ensure you achieve the required customer renewal targets for your book of business. Acting as the trusted advisor, you will be responsible to define and measure the customer’s desired business outcomes, success criteria, and confirm the value realization as you manage the post-sale customer journey. You have experience developing and implementing success plans for your book of business, consistently tracking customer satisfaction and loyalty, retention, and expansion potential.

The ideal candidate will have experience in the cyber security industry, a consultative approach to working with customer stakeholders and a passion for customer advocacy.

Sounds interesting? Keep reading...

Here’s what you’ll do:

  • Develop and maintain strong relationships at all levels within the customer organization
  • Develop technical proficiency related to use cases, technical landscape, and Synack solutions
  • Starting at the pre-sales stage, establish the Synack Customer Success organization as a trusted advisor early in the customer’s journey
  • Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal)
  • Advocate for the customer by working closely with Synack Product Development and Product Management teams
  • Develop, deliver and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
  • Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
  • Partner with sales teams to identify new business opportunities for expanding Synack footprint
  • Consistently monitor & identify/anticipate revenue churn risk to successfully resolve at-risk clients
  • Leverage Gainsight to track customers; product adoption, utilize playbooks, and drive activities/decisions
  • Maintain strong customer retention rates aligned with corporate goals

Here’s what you’ll need:

  • At least 5-7 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry
  • Strong technical aptitude; ability to deliver complex technical presentations, perform product demonstrations, best practices, security risk management, and help customers achieve success
  • Successful experiences with the development, execution, and management of success plans
  • Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
  • Demonstrated ability to identify leads within install-base and grow customers
  • Customer-first mindset and advocacy
  • Project management experience and advanced data analytics
  • Ability to work independently and to collaborate effectively across functions
  • Excellent verbal and written communication and in-person and virtual presentations
  • Travel up to 30%

Ready to join us?

Synack is committed to embracing diversity. Our people are our strength. Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. We strive to be inclusive of Race, Ethnicity, Religion, Sex, LGBTQ+, Veterans, Disabilities, and Age. Synack welcomes you!

As a candidate, Synack cares about your privacy. Please view our candidate privacy policy here.

($150,000 - $200,000 OTE p/y) Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position may also include equity, and benefits.

For more details about our benefits, please see here. Then for the Employer code, enter: synack