Customer Success Manager II
Todyl is on a mission to protect small and medium-sized businesses from cyber threats, providing unified cybersecurity solutions. They are seeking a Customer Success Manager II to develop long-term relationships with clients, ensuring the successful delivery of Todyl solutions and driving customer success.
Responsibilities
- Ensure incredible customer experience using Todyl and grow strong relationships across our existing customer base through proactive customer engagements, based on timing, usage, telemetry, and health scoring
- Drive all customer interactions with a value-add approach, first and foremost, while also growing relationships and advocating for growth opportunities
- Follow a well-defined methodology leveraging proactive “calls to action” and playbooks to help identify the customer's unique needs and clearly convey the value of Todyl
- Aggressively identify and drive Customer Success Qualified Leads (CSQLs) from engagements with partners to the Account management team for expansion, upsell, and customer growth
- Have a complete technical understanding of the Todyl product stack and act as technical advisor to customers to ensure they’re leveraging the product effectively
- Monitor and identify usage trends to uncover renewal risks and promote greater adoption rates
- Collaborate cross-functionally across internal teams (Support, Product, Operations, and Sales)
- Support partners through email, phone, online presentations, screen-share and in person meetings
- Ensure the timely and successful delivery of our solutions according to client needs and objectives
- Leverage HubSpot for customer 360s as well and ensuring extensive documentation on all partner interactions
Skills
- Extreme ownership, particularly when things go wrong or aren't completed on time
- Intrinsic drive for growth; self-motivated, always learning, and focused on raising the bar for self and team
- Strong bias for action with impact; make tough decisions quickly, measure results, and iterate with clarity to move the mission forward
- Comfort with ambiguity and change, embrace change and uncertainty as part of startup life
- Humility, purpose over ego to acknowledge mistakes, learn from others, and embrace feedback while putting the mission first
- Passion for customer success and tech - desire to ‘grow' your career with a top-notch startup
- Proven customer success management or other relevant experience
- Experience and strong familiarity with cybersecurity concepts, technologies and trends. This can include work experience in a cybersecurity company or relevant certifications
- Understanding of cybersecurity tools, practices and compliance standards (e.g., firewalls, VPN's, threat detection, etc.)
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation, and presentation skills
- Excellent verbal and written communications skills
- Bachelor's Degree in appropriate field of study or equivalent work experience
- 1 - 3 years of customer success experience with MSP background desirable
- Self-motivated and able to thrive in a results-driven environment
- Natural relationship builder with integrity, reliability, and maturity
- Ability to prioritize among competing tasks
- Critical thinking and problem-solving skills
- Excellent time and project management skills. You're always looking to improve inefficient processes
Company Overview