Senior Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
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
An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.
What You'll Do
Act as a trusted partner on product functionality for your customers
Build strong customer relationships and deliver customer-centric solutions
Maintain accurate account information to ensure seamless communication between internal teams regarding customer happiness
Anticipate and adopt new technology and apply new features to educate customers
Develop and update standard methodology knowledge base and blog posts
Hold self and others accountable to meet commitments to customers.
Guide customers through onboarding, adoption, optimization and renewal of Red Canary
Act as an internal advocate for customers to achieve their security outcomes
Achieve net retention targets for accounts assigned
Train and mentor team members
Create and fine tune processes for CSM team
Create collateral for CSM leverage
Strategically provide feedback to improve the overarching customer success program
What You'll Bring
Willingness to “do a little more” to exceed customer’s expectations
Ability to effectively prioritize and advance customer issues to the appropriate internal teams
A listener first, adept at working across internal and external teams with competing priorities
Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
Ability to push back on customers when in their best interest; comfortable with difficult conversations
Strong written and oral communication skills with proven ability to initiate and build relationships via phone
Ability to collaborate across departments to achieve customer results
Creative problem-solving skills
4+ years experience in Account Management or Customer Success role, preferably at a SaaS company
2+ years of information security experience required
Total estimated on-target earnings for this role is $126,118- $160,000. This role is eligible for a grant of stock options, subject to the approval of the company's board of directors.
Application deadline is April 30, 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.
About the job
Senior Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
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
An exceptional Senior Customer Success Manager understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of renewal rates and revenue growth, it is also measured by your dedication to act with urgency as an extension of the customer team and marshaling resources to be our customers’ security ally.
What You'll Do
Act as a trusted partner on product functionality for your customers
Build strong customer relationships and deliver customer-centric solutions
Maintain accurate account information to ensure seamless communication between internal teams regarding customer happiness
Anticipate and adopt new technology and apply new features to educate customers
Develop and update standard methodology knowledge base and blog posts
Hold self and others accountable to meet commitments to customers.
Guide customers through onboarding, adoption, optimization and renewal of Red Canary
Act as an internal advocate for customers to achieve their security outcomes
Achieve net retention targets for accounts assigned
Train and mentor team members
Create and fine tune processes for CSM team
Create collateral for CSM leverage
Strategically provide feedback to improve the overarching customer success program
What You'll Bring
Willingness to “do a little more” to exceed customer’s expectations
Ability to effectively prioritize and advance customer issues to the appropriate internal teams
A listener first, adept at working across internal and external teams with competing priorities
Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
Ability to push back on customers when in their best interest; comfortable with difficult conversations
Strong written and oral communication skills with proven ability to initiate and build relationships via phone
Ability to collaborate across departments to achieve customer results
Creative problem-solving skills
4+ years experience in Account Management or Customer Success role, preferably at a SaaS company
2+ years of information security experience required
Total estimated on-target earnings for this role is $126,118- $160,000. This role is eligible for a grant of stock options, subject to the approval of the company's board of directors.
Application deadline is April 30, 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.