Customer Success Manager

• Will work directly with our customers, including administrators and C-level executives, to ensure they are optimizing the full value of our platform
• Build and nourish in-depth and long-term relationships with existing and new clients, both domestic and international
• Maintain and exceed 85% customer retention through renewal and expansion goals
• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and potential enhancements
• Uphold and continuously improve Cybrary’s best practices for engagement, renewal, and expansion

Skills You Bring

• 3+ years of experience in SaaS customer success/account management roles, with at least 1 year of experience supporting enterprise
• Strong account management and a passion for customer support
• Proven experience in renewal and expansion success; have exceeded retention goals and successfully uncovered new expansion opportunities
• Excellent verbal, interpersonal and written communication skills - you’re able to tailor your communication to address individual consumers as well as executive teams
• Ability to lead by example - no task is too small
• Exceptional ability to ask questions and solve problems by thinking outside the box
• Effective project management skills, using data and data analytics to inform and influence priorities
• Collaborative problem solver
• Motivation to go above and beyond for a task - you thrive on ensuring your customers are happy and engaged
• Ability to learn and expand familiarity with technical content and an inherent desire to continuously develop your own skills
• Experience using Salesforce
• Familiarity with Zendesk, ChurnZero and cybersecurity training programs a plus
• Interest and ability to work alternative hours to support our international customer base

Location

This position is 100% remote.