Technical Customer Success Manager

About Cycode’s Customer Success Managers (CSMs)

We are responsible for making sure that Cycode’s customers reach their business goals by using our product(s). We guide our customers to successfully achieve visibility, define prioritization, and fix security issues using the Cycode Complete Application Security Posture Management (ASPM) platform. This leads to results such as a better security position, faster time to market for secure applications, shown compliance with industry and government rules, increased application availability, and a better standing in the market compared to their competitors. CSMs do this by working with Cycode’s Customer Success Engineers, Product Leaders, and Worldwide Technical Support, along with the Customer executive stakeholders, implementation teams, and Application Security teams to deliver advanced capabilities that match the Customer’s business goals.

We are looking for a CSM with a proven history to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand the customer’s problems and help them reach the business results based on your experience and Cycode’s abilities. To be successful in this role, you must have experience in software development and or application security. You must be able to explain technology in both technical and non-technical terms. That is, you should be able to have strategic talks with C-level executives as well as do technical deep dives with operational engineers.

Key Responsibilities

• Act as the main contact point for our customers, building strong relationships and making sure they succeed with our product(s).
• Manage multiple accounts, from mid-sized companies through Fortune 500 companies, across different industries.
• Understanding the customer’s problems, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success.
• Onboard new customers, increase product use across your full customer base, make sure renewals happen on time while reducing customer loss, and find extra chances to solve customer problems that lead to growth.
• Work with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (Quarterly Business Reviews, Executive Business Reviews, etc.) to constantly drive new value and show the existing value to support that relationship.
• Act as a client advocate within the company by working with internal teams, such as product development and customer support, giving feedback to help make our product and services better, and making sure client needs are met.
• Make sure clients are trained on the Cycode platform, teaching them how to best manage and make their use of our platform more effective to drive return on investment and real business effect, and receive ongoing support.
• Proactively promote and teach customers about new features and abilities added to the Cycode platform.
• Capture and record the specific use cases, setups, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle.
• Create chances for customer advocacy and promotion.

Requirements

• 8+ years of customer success or technical account management experience with enterprise software.
• 8+ years in the software development and or application security industry.
• Expertise in project management with experience managing Fortune 500 customers and or complex projects that have achieved high customer satisfaction.
• Experience managing at least $3 million in Annual Recurring Revenue and or 15 enterprise customers.
• Strong technical knowledge and high honesty, with experience in application security and or DevSecOps or DevOps.
• Excellent people and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs.
• Strong problem-solving skills, with the ability to find and address customer needs.
• A team player ready to help others.
• A self-starter with intellectual curiosity.

Preferred Qualifications (Nice to Have)

• Familiarity with Source Code Management (SCM) tools like GitHub, GitLab, Bitbucket.
• Familiarity with modern scripting and programming languages is an advantage.
• Experience working with Planhat as a Customer Success Manager CRM is an advantage.
• Working knowledge of Kubernetes is an advantage.