What are the responsibilities and job description for the Customer Success Team Manager position at Invicti Security?
Customer Success Team Manager
As a Customer Success Team Manager you will report to the VP of Customer Success and you will be responsible for Customer Success Managers building and maintaining strong customer relationships. You will need to make sure your team builds relationships with key stakeholders, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. As a Team Manager, your responsibility will be to make sure your team aims to expand their customers’ adoption, retention, and ultimately, success.
About Invicti:
Invicti is an application security leader empowering organizations to continuously secure their web applications and APIs through all stages of the software development lifecycle. Exclusively focused on this space for more than 15 years, Invicti’s products Netsparker and Acunetix bring security and development teams together to protect company data from breach through industry-leading Discovery, Dynamic Application Security Testing (DAST), Interactive Application Security Testing (IAST) and Software Composition Analysis (SCA).Invicti’s proprietary Proof-Based Scanning technology is the first to deliver automation verification of vulnerabilities and proof of exploit, returning crucial time to development and security teams for critical projects and innovation. Invicti serves more than 3,500 companies and public sector agencies worldwide including NASA, Samsung, IBM and Verizon.
Customer Success Team Manager will be responsible for:
- Professionally manage your team of Customer Success Managers to build customer relationships with a portfolio of assigned accounts.
- Make sure your team meets and exceeds customer retention and expansion goals.
- Provide accurate forecasts for retention and expansion revenue.
- Act on gaps identified during the process of forecasting.
- Build and maintain strong, trusted working relationships with each member of the team.
- Gain a thorough understanding of the team’s time management and how they are handling their regions and clients.
- Develop and execute retention plans for customers who may be at risk.
- Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
- Gain and maintain expert knowledge of Invicti’s products and services.
- Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.
- Manage contract-related inquiries, questions, and issues from clients and other departments.
- Liaise with other team managers to make sure that Invicti’s clients are getting the best service possible.
The successful candidate will possess:
- 4 years proven success in Customer Success or Account Management role, ideally from an IT or SaaS company.
- Must have at least 2 Years’ Experience of managing a team, leading from the front. Excellent communication and relationship management skills.
- Generating reports on a regular basis for your team, with revenue forecasting a necessity.
- Experience with account portfolio planning, management, and prioritization.
- High attention to detail and willingness to get “in the weeds” to fix a problem.
- Knowledge of customer success best practices.
Why Invicti?
- Work life integration is deeply important to us – we have frequent office events and team outings
- Open PTO - no bartering for days off you don’t technically have
- Office environment that cultivates creativity through an open and collaborative workspace
- 100% employer paid Health
- Casual dress all-day, everyday
- Kitchen stocked daily with tasty snacks, fruit, and drinks
- Culture that emphasizes personal and professional growth
- Invicti is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employee