Customer Success Manager (Commercial)
Who We Are
Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.
The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on Built In's 2025 Best Places to Work list. If our mission resonates with you, let’s talk.
What We Believe In
- Do what’s right for the customer
- Be kind and authentic
- Deliver great quality
- Be relentless
Challenges You Will Solve
Your mission is to empower our customers to continuously improve their security outcomes, so that they can make their greatest impact. When our customers succeed, we succeed. A commercial CSM is responsible for driving customer satisfaction, retention, and growth by building strong relationships, ensuring product adoption and providing ongoing support. They act as a trusted advisor, helping customers achieve their cybersecurity goals and maximize the value of their investment. You will develop great relationships, and help customers unlock the power of Red Canary.
What You'll Do
Provide coaching and guidance to customers throughout their Red Canary experience.
Manage renewals and identify opportunities for expansion within the customer portfolio.
Cultivate strong customer relationships and proactively enhance their overall experience.
Conduct executive business reviews to drive value realization and customer retention.
Collaborate with Technical and Sales teams to align customer goals and maximize product/service utilization.
Develop strong product knowledge and expertise, be able to respond to customer questions and can understand and simplify complex technical information.
Prioritize and manage a large portfolio of commercial customers (60-75) effectively, ensuring both success and strong relationships.
Deliver against quarterly OKRs and KPI targets
Process customer inquiries and tickets in Salesforce and Zendesk, ensuring timely resolution and accurate tracking of issues.
What You'll Bring
2+ years of experience in an Account Management or Customer Success position at a SaaS company.
1+ years of experience working with Salesforce and Zendesk.
1 + years of experience in cybersecurity is preferred
Excellent oral and written communication skills, specifically with escalated customers
Able to clearly communicate sophisticated solutions in an easy to understand manner
Strong ability to prioritize tasks and issues using sound data and metrics. Tech touch experience is a plus.
Previous experience owning the renewal process and identifying opportunities for account expansion within assigned commercial customer portfolio
Able to manage customers and make recommendations to improve the customer's security outcomes
Total estimated on-target earnings for this role is $97,852- $112,000.
Application deadline is June 13, 2025
Why Red Canary?
Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way.
At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:
https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2025BenefitsSummary.pdf?version=0
Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
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Customer Success Manager (Commercial)
Who We Are
Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.
The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on Built In's 2025 Best Places to Work list. If our mission resonates with you, let’s talk.
What We Believe In
- Do what’s right for the customer
- Be kind and authentic
- Deliver great quality
- Be relentless
Challenges You Will Solve
Your mission is to empower our customers to continuously improve their security outcomes, so that they can make their greatest impact. When our customers succeed, we succeed. A commercial CSM is responsible for driving customer satisfaction, retention, and growth by building strong relationships, ensuring product adoption and providing ongoing support. They act as a trusted advisor, helping customers achieve their cybersecurity goals and maximize the value of their investment. You will develop great relationships, and help customers unlock the power of Red Canary.
What You'll Do
Provide coaching and guidance to customers throughout their Red Canary experience.
Manage renewals and identify opportunities for expansion within the customer portfolio.
Cultivate strong customer relationships and proactively enhance their overall experience.
Conduct executive business reviews to drive value realization and customer retention.
Collaborate with Technical and Sales teams to align customer goals and maximize product/service utilization.
Develop strong product knowledge and expertise, be able to respond to customer questions and can understand and simplify complex technical information.
Prioritize and manage a large portfolio of commercial customers (60-75) effectively, ensuring both success and strong relationships.
Deliver against quarterly OKRs and KPI targets
Process customer inquiries and tickets in Salesforce and Zendesk, ensuring timely resolution and accurate tracking of issues.
What You'll Bring
2+ years of experience in an Account Management or Customer Success position at a SaaS company.
1+ years of experience working with Salesforce and Zendesk.
1 + years of experience in cybersecurity is preferred
Excellent oral and written communication skills, specifically with escalated customers
Able to clearly communicate sophisticated solutions in an easy to understand manner
Strong ability to prioritize tasks and issues using sound data and metrics. Tech touch experience is a plus.
Previous experience owning the renewal process and identifying opportunities for account expansion within assigned commercial customer portfolio
Able to manage customers and make recommendations to improve the customer's security outcomes
Total estimated on-target earnings for this role is $97,852- $112,000.
Application deadline is June 13, 2025
Why Red Canary?
Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way.
At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:
https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2025BenefitsSummary.pdf?version=0
Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.