About Us:
Britive is a leader in Cloud Privileged Access Management (CPAM), enabling enterprises to secure cloud environments with just-in-time (JIT) ephemeral access. Our platform eliminates standing privileges, enhances security, and ensures seamless access across multi-cloud and hybrid environments.
Your Impact:
As a Customer Success Manager, you’ll be the trusted partner guiding our customers through their journey with Britive. You’ll play a key role in driving early success for new customers while strengthening long-term relationships with existing ones.
Responsibilities:
- Drive the early success phase for our new customers and help ensure a positive and productive relationship with existing customers.
- Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and assisting with up-sells.
- Coach customers to be product experts and train their teams on Britive best practices so they become increasingly self-sufficient.
- Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
- Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the Britive brand.
- Support Sales in the pre-sales process, including proof-of-concept and proof-of-value, scoping and other stages.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.
- Identify at-risk accounts and minimize annual churn rates.
- Identify upsell opportunities and work with Sales to drive additional revenue from customers.
- Act as a point of escalation and monitor effective resolution to all account issues.
- Enable Britive's Partners through product training, best practice sharing, joint partner implementation support
Requirements:
- Minimum 2 years of software support experience.
- 2+ years in a SaaS environment, preferably start-up, at any stage
- Bachelor’s Degree or equivalent experience in cybersecurity SaaS field
- Excellent communication skills and a positive attitude.
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven experience with application / internet-based customer support.
- Full understanding of Customer Success / community engagement.
- Ability to self -manage and work within multiple systems efficiently (e.g. CRMs, JIRA, Monday.com and others.)
- The ability to prioritize and manage multiple tasks at once.
The estimated base salary for this role is $100,000 - $160,000. Individual compensation packages are based on various factors unique to each candidate, including experience, expertise, location, and other factors.
