Customer Success Manager - Secureworks - (US Remote)

Customer Success Manager -

Secureworks® (NASDAQ: SCWX) is a global cybersecurity leader that protects customer progress with Secureworks® Taegis™, a cloud-native security analytics 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 

•  Building and nurturing 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. 
• 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. 
•  Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements. 

Minimum Requirements 

• Minimum of 4+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention. 
• Minimum of 1 years of experience working in a SaaS environment 
• Minimum of 2 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 
• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions. 

Preferred Skills

• Showcase a bias for action and demonstrate a passion for technology 
• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations 
• Ability to reconcile different points of view in meetings and summarize results concisely 
• Familiarity with a CSM tool like Hubspot/Totango/Gainsight a plus.
• Extensive expertise in maintaining customer loyalty
• Engaging in procurement dialogues and tackling objections effectively

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.