Customer Success Manager

Company Description:

At Right-Hand, our mission is to make humans more defensible against cyber threats. With roughly 82% of breaches caused by human error, we are building the next-generation Human Risk Management platform that changes employee behaviors and quantifies and reduces human risk to reduce burdensome security alerts for security teams. The daily fulfillment of this mission would not be possible without the cornerstone of Right-Hand's business - its people. We firmly believe that if we take care of our employees, they will take care of our customers, and the rest will work itself out. The founding team at Right-Hand has created a culture that evangelizes six core values:

Resilience: We solve problems and overcome challenges to the best of our ability, regardless of how daunting they may appear.

Empathy: We listen to and understand the perspective of others, including our peers, customers, partners and investors.

Passion: We care deeply about our work, our customers, each other and this company.

Accountability: We trust each other to get our job done at a high level.

Transparency: We act and communicate openly, honestly, and effectively to drive toward positive outcomes.

Authenticity: We understand who we are and will surround ourselves with a diverse group of people who complement our skillset and share our values.

If you want to join this mission-driven team and believe you fit the profile below, let's talk

The Job

You have the best customer management, technical and business consultancy skills around but, really, you know that real Customer Success comes from the heart. You're passionate about engaging customers and expanding their use cases with your deep product expertise.

As a Customer Success Manager (CSM), you work closely with a diverse mix of internal and external teams to deliver the best that Right-Hand has to offer. To our clients, you are the face of the company and, to us, you're our advocate and champion. With your impeccable relational skills and attention to clients' needs, you're the best of both worlds.

You want to help and serve our customers because when they succeed, you succeed, and the company succeeds as well.

Responsibilities

As a Customer Success Manager you will be doing the following:

• Develop and own the overall strategy and relationship with assigned clients, which include: Onboarding, Increasing adoption, and ensuring retention, and satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Advocate customer needs/issues cross-departmentally.
• Program manage account escalations.
• Develop content as needed by clients who purchase our Managed Service offerings
  (i.e. training and phishing content).
• Provide a feedback loop between the customer and Right-Hand management team.

You Bring to the Table

• 2+ years of relevant experience in Customer Success, or in a related field involving increasing customer satisfaction, adoption, and retention. Impeccable written and verbal communication skills.
• 1+ years of experience in the capacity of QA Engineer or similar is preferred, not mandatory.
• Enthusiastic about and interested in cybersecurity.
• Proven work experience as a System Security Engineer or Information Security
  Engineer
• Hands on experience in security systems, including firewalls, intrusion detection
  systems, anti-virus software, authentication systems, log management, content
  filtering, etc
• Possess the technical acumen to address technical DevOps related questions.
• Thorough understanding of the latest security principles, techniques, and protocols
• Familiarity with web related technologies (Web applications, Web Services, Service
  Oriented Architectures) and of network/web related protocols
• Problem solving skills and ability to work under pressure
• Proven ability to drive continuous value of our products.
• Familiarity working with clients of all sizes.
• Detail-oriented and analytical.
• Creative problem solver.
• Strong team player but still a self-starter.
• Thrive in a multitasking environment and can adjust priorities on-the-fly.
• Driven: No one needs to push you to excel; it's just who you are.
• Eager to learn, adapt and perfect your work; you seek out help and put it to good
  use.
• Fluent in English.
• Prior experience in enterprise account management is a plus.

Our Benefits

Yes, our benefits are great but we hope you want to work at RightHand because you believe in our mission to make humans more defensible against cyber threats.

• Competitive Salary
• Paid annual and medical leaves
• Medical Benefit
• Flexibility in how and where you work
• Generous parental leave programs
• Multicultural team
• Wellbeing Days
• and more...

Diversity and Inclusion are more than just words for us. Our commitment to inclusion across gender, race, ethnicity, sexual orientation, educational background, religion, ability, socioeconomic background, immigration status, and experiences drives us forward every day. We foster an open, tolerant, and constructive work environment with a team consisting of diverse views and backgrounds.

Right Hand is an equal-opportunity employer. All aspects of employment including the decision to hire, and promote will be based on merit, competence, performance, and business needs. We encourage all interested applicants to apply.