Customer Success Manager

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

The Customer Success Manager serves as a trustworthy advisor and customer advocate, helping our customers achieve success and maximize their return on investment with Black Duck solutions. You will leverage your strong customer management, business and sales acumen, and technical skills to ensure you build trusted relationships with the customer to ensure a continuous positive relationship with Black Duck.

Acting as a trusted advisor and coach, you will be responsible to define and measure / confirm the realization of our customer's business goals through the use of our solutions. The ideal candidate will have experience in enterprise software, a consultative approach to working with C level executives, and a passion for customer advocacy.

Responsibilities

• Develop and maintain durable relationships at all levels within the customer organization
• Develop technical proficiency with all solutions
• Be the customer's single point of contact throughout the entire customer life cycle (sales, implementation, adoption, proficiency, expansion)
• Advocate for the customer by working closely with professional services, product management, customer support, and sales teams
• Develop, deliver, and execute customer success plans which outline critical success factors and measures for success
• Drive customer adoption through training and development of best practices to continually create incremental value
• Monitor the adoption rates of assigned accounts; help align customer use cases with their business purposes
• Maintain steady customer retention rates aligned with corporate goals
• Partner with sales by identifying new business opportunities for expanding the footprint
• Capacity to learn the software development lifecycle and application security

Qualifications and Experience

• 4+ year's account management, customer success, or sales engineer experience in the enterprise software space
• Able technical aptitude; ability to deliver complex technical presentations, perform product demonstrations, and help the customer achieve technical success
• Understanding of the software development lifecycle, application security, and/or related field
• Experience with the development, execution, and overview of account plans
• Proven executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership
• Excellent verbal and written communication and in-person and virtual presentation skills
• Ability to work unsupervised and to collaborate effectively across functions
• Able to travel nationally up to 10% of the time when permissible
• Fluency in English language is required

Education and Certifications

• Bachelor's degree in Computer Science or Engineering

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.