Customer Success Manager

Customer Success Manager

Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that secures human progress with Secureworks® Taegis™, a SaaS-based, open XDR platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.

Happy customers are the lifeblood of any company. As a Customer Success Manager, you will be a trusted advisor for our strategic accounts and responsible for ensuring customers are successfully leveraging Secureworks’ software to achieve business value and a return from their investment with Secureworks. You will work closely with our customers focused on increasing value, retention, customer satisfaction and expansion opportunities.

Role Responsibilities

• Build and nurture long-term relationships with customers to solidify our commitment and partnership to their success.
• Ensure that customers derive maximum value from their investments in Secureworks by driving customer adoption, usage, and satisfaction to help achieve renewals, product expansion, and new growth.
• Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.
• Understand the customer's operating environment as it applies to the services that SecureWorks supports.
• Collaborate with customers to learn about established security controls within their environment and value they will add to security event analysis within the SecureWorks platform.
• Assist customer in tuning recommendations to tailor services to their needs and understanding Secureworks detection capabilities and methodologies
• Provide high-level guidance with implementation and solutions.
• Research, evaluate, and stay current on emerging tools, techniques, and technologies
• Provide continuous customer education on the Secureworks product portfolio including new products, features, and enhancements.
• Generate regular/on-going proactive Security Protection Reviews (SPRs) focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.
• Monitor the customer’s progress towards achieving their KPI’s.
• Create and activate a plan with customers that results in both business value outcomes and team behavior if the customers are not achieving key objectives/goals.
• Shepherd customer renewal process in partnership with account management team.

Requirements

• Minimum of 6+ years’ experience in customer facing roles
• History of increasing customer satisfaction, adoption, and retention
• Minimum of 5 years of experience working in a SaaS environment
• Minimum of 3 years of experience in network security or related discipline
• Minimum of 3 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with C suite management and technical personnel

Preferred Skills

• Successful history owning customer retention, growth and advocacy
• Demonstrable bias for action and customer empathy
• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations
• Experience with security operations fundamentals around, endpoint and networks based investigations. Log reviews, and threat hunting methodologies

Secureworks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics.