Manager Of Customer Success

Who We Are

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

Everything we do revolves around our three core principles:

Do what’s best for our customers.

Do what’s best for our employees.

Don’t do things that suck.

That's basically it .

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint ( Pssst ...want to grab our attention when you submit your resume ? Include something about our Glassdoor reviews that resonated with you ) .

What can we offer you ?

• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming . Almost.
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
• An a bundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.

Who You Are

As a Manager of Customer Success, you will be responsible for leading and developing a diverse team of customer success managers while executing the overall customer success strategy. You will collaborate closely with various internal departments, including sales, marketing, and product, to align customer needs with our offerings and deliver exceptional customer experiences. The ideal candidate will have a strong background in managing diverse teams, mitigating churn risk, and possess exceptional presentation skills.

What You Will Be Doing?

• Provide support as an escalation point for Customer Success Managers and help navigate customer escalation discussions in a respectful and inclusive manner.
• Uphold and promote an inclusive company culture and actively participate in team events that foster diversity and belonging.
• Lead a diverse team of Customer Success Managers to achieve company objectives by supporting the team, developing and conducting inclusive training, monitoring performance to ensure assigned tasks and responsibilities are fulfilled.
• Coach and mentor a diverse team to manage their customer relationships and outcomes, identify expansion opportunities, encourage participation in the reference program, and facilitate high-quality business conversations with customers.
• Take ownership of key initiatives for Customer Success and lead the strategic direction to optimize and scale the business, prioritizing diversity and inclusivity.
• Demonstrate the ability to identify, create, and deliver inclusive human and digital-touch campaigns and communication plans that demonstrate our solution's value to customers.
• Support the onboarding of new Customer Success Managers, ensuring a welcoming and inclusive experience.
• Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement for a diverse team of customer success managers.
• Effectively communicate voice of the customer trends and route insights to the correct internal group to take action and/or resolve issues, promoting inclusivity throughout Critical Sta rt departments.

Key Responsibilities

• Enhance the effectiveness of processes and systems
• Achieve operational excellence
• Work closely with product to gather customer feedback and drive product enhancements
• Customer Advocacy
• Team Leader
• Coach, mentor, and inspire a team of customer success managers fostering a collaborative and high quality performing culture
• Act as a customer advocate within the company, representing their needs and requirements in internal discussions and decision making processes
• Drive value to customer experience and the desired customer goals
• Set clear performance objectives, provide regular feedback, and identify opportunities for growth and development
• Function as the voice of the customer and provide internal feedback on how Critical Start can better service customers
• Recurit and manage future Customer Success Managers to support business growth.
• Anticipate and proactively address customer concerns or issues, escalating them as necessary
• Implement documented processes to maximize team productivity and achieve customer outcomes
• Collaborate with teams to ensure seamless transitions and outcomes for our customers
• Partner with marketing to develop customer-focused materials included case studies, testimonials, and educational content
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
• Partner with Sales to develop a plan for customer success and expansion to achieve goals
• Cross Functional Collaboration

Outcomes

• 110% net retention
• >95% team retention and gross retention
• >50 NPS Score

What You Will Bring?

• Strong communication skills with clear verbal and written communication abilities, including explicit and inclusive language. The ability to effectively communicate the impact of our solutions is crucial.
• 1-2 years of people management experience overseeing a team of Customer Success Managers in a high-growth company, including coaching, development, and performance management. Additional experience in Sales, Customer Success, and/or project management is a plus. We value candidates with diverse leadership experiences.
• Strong organizational skills with keen attention to detail. We value candidates who can pay attention to the unique needs and preferences of each customer.
• Experience in customer relationship management and a deep knowledge of the different stages of the customer journey. We value candidates who understand and appreciate the diverse needs and experiences of our customers throughout their journey.
• Solid negotiation, risk mitigation, and presentation skills. We value candidates who can approach negotiations and risk assessment with an inclusive mindset.
• BA/BS degree or proven experience in a customer success leadership role. Prior experience in a leadership role within the cybersecurity industry with a strong understanding of cybersecurity concepts is a plus. We encourage candidates from diverse backgrounds to apply.
• Solid experience with CRM software, particularly Gainsight, and proficiency in MS Office, including Microsoft Excel and PowerPoint. We welcome candidates with diverse software proficiencies.
• Familiarity with customer success metrics such as Gross Revenue Retention (GRR), Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), and Churn. We encourage candidates from diverse backgrounds to apply their analytical skills to these metrics.

Experience working with cross-functional teams. We encourage candidates who have collaborated with diverse teams to achieve common goals.

• Demonstrates the ability to independently handle challenging customer interactions with professionalism and minimal supervisory support. We value candidates who can handle difficult situations while maintaining an inclusive and respectful approach.
• Up to 15% of your time may include travel for client visits, conferences, networking events, or other work-related events. We strive to create inclusive travel policies that consider the diverse needs and circumstances of our employees.
• Strong sense of ownership and accountability to achieve and set goals for yourself and the team. We value candidates who take responsibility for their work and contribute to a supportive and inclusive team environment.
• Ability to multitask, adjust priorities, and successfully operate in a fast-paced environment. We encourage candidates who can thrive in dynamic and diverse work settings.

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.

Depending on the role, you may work in the office, remotely, or adopt a hybrid work model. Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?

What does our Compensation and Benefits package entail?

• Paid Parental and Military Leave
• Additional Voluntary Life Insurance coverage
• Teladoc Mental Health Benefits
• 24/7/365 availability of Employee Assistance Program
• Competitive salary with bonus potential
• 100% employee coverage for healthcare/50% coverage for dependents
• 401(k) Plan with Matching Program
• Unlimited PTO (Paid Time Off) policy
• And a new Tesla... just kidding! Kudos for making it to the end.
• Universal Life with Long-Term Care option
• Dental and Vision Plan
• Optional Pet Insurance
• Employer-provided Life Insurance , Long-Term Disability , and Sh ort-Term Disability coverage

Critical Start welcomes people from all backgrounds and walks of life . One of our core values is to “Do what’s best for our employee s ,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirement s

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:

• Constantly operate a computer.
• Occasionally you may be required to move equipment or other items up to 20 lbs.
• S tationary position for extended periods of time.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental:

• Must be able to apply established protocols in a timely manner .
• Ability to work effectively and efficiently in high stress situations.
• Ability to simultaneously address multiple complex problems.
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
• Make timely decisions in the context of workflow.

Compensation

The total compensation range (base) being offered for this role is [$110,000 - $130,000]. This role is not eligible for performance-based variable compensation.

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).