Senior Customer Success Manager
COMPANY DESCRIPTION
Gurucul is a global cyber security company that is changing the way organizations protect their most valuable assets, data and information from insider and external threats both on-premises and in the cloud. Gurucul’s real-time Cloud-Native Security Analytics and Operations Platform provides customers with Next Generation SIEM, Open XDR, UEBA, and Identity and Access Analytics in one unified platform. It combines machine learning behavior profiling with predictive risk-scoring algorithms to predict, prevent, and detect breaches. Gurucul technology is used by Global 1000 companies and government agencies to fight cybercrimes, IP theft, insider threat and account compromise as well as for log aggregation, compliance and risk-based security orchestration and automation for real-time extended detection and response. The company is based in Los Angeles.
Gurucul is backed by an advisory board comprised of Fortune 500 CISOs, and world-renowned experts in government intelligence and cyber security. Our mission is to help organizations protect their intellectual property, regulated information, and brand reputation, from insider threats and sophisticated external intrusions.
POSITION DESCRIPTION
The Senior Customer Success Manager is responsible for developing and expanding customer relationships with the company’s most strategic accounts, to promote successful adoption, retention, and loyalty leading to a successful renewal and a world class white glove customer experience. The ideal candidate can build strong relationships with influencers and decision makers, understands information security, has strong project management skills, and the tenacity and proactiveness to drive value and desired outcomes for our customers. We will consider remote talent for the role. We are looking for multiple candidates to support customers in eastern U.S., central and pacific time zones.
Gurucul offers competitive compensation packages and full benefits for all full-time employees.
RESPONSIBILITIES
- Owner of customer’s overall success with Gurucul technology and services, including subscription renewal and expansion
- Develop and manage plans of action, and work closely with cross-functional teams to drive issue resolution as needed
- Promote the maximum value of customer’s investment, including “stickiness” and full utilization of the product, and collaborating with sales teams to ensure growth attainment and increased footprint
- Prepare and deliver Quarterly Business Reviews (QBRs) with customer to review overall health of the account and adoption of Gurucul products and services
- Effectively manage and motivate professional service teams and provide constructive on-the-job feedback/coaching to team members
- Partner with Sales, Product/Engineering, Operations and Support in a collaborative manner, with the goal of improving the customer experience and operating more efficiently as a company
- Drive high-quality work products within expected timeframes and on budget.
- Monitor progress, manage risk and ensure key internal and external stakeholders are kept informed about progress and expected outcomes
- Stay abreast of current business and industry trends relevant to the client’s business
DESIRED TECHNICAL SKILLSET
- 8+ years of experience in security software, SaaS, or IT/management consulting industry supporting enterprise / strategic customers using complex software (Security Practitioner experience or security domain experience highly preferred)
- Bachelor’s degree in a technical or business field or relevant experience
- Understanding of and/or implementation experience with a variety of security tools (SIEM, UEBA, XDR, EDR etc.)
- Prior experience owning customer lifecycle adoption, renewal/expansion, or escalation customer management in the enterprise space
- Experience with Salesforce or other CRM tools (Gainsight a plus!)
- Ability to travel (up to 20-25%) across the region to visit customers
SUBMISSION INSTRUCTIONS:
Submit resume/CV to jobs@gurucul.com for consideration.
