Customer Success Manager – HackEDU – Pittsburgh, PA

Job title: Customer Success Manager Company: HackEDU Job description: The Customer Success Manager will own a set of HackEdu customer accounts in-order to help drive a high level of customer satisfaction, annual renewals, up-sale opportunities, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted HackEdu advisor. In addition, you will be considered a product expert with the HackEdu products and work closely with others to assist in developing Customer Success programs by ensuring processes are aligned with customer needs and best practices. Responsibilities:

• Annual renewal and upsell revenue for your set of large strategic accounts.
• Achievement of Corporate retention goals.
• Successful on-boarding of new customers.
• Managing the customer relationship, retention and customer lifecycle.
• Execute proactive success programs to ensure high levels of customer adoption, loyalty, and satisfaction.
• Through routine customer communications, proactively identifies potential issues and works with the Director of Customer Success for planning and implementing cross-functional efforts to mitigate issues and risks.
• Ability to anticipate and communicate future customer needs including customer programs, communication and support strategies, training, products, and services.
• Work cross-functionally with our product and engineering teams to provide feedback to drive product enhancements while building strong working relationships.
• Serve as the subject matter expert (SME) for Customer Success by providing guidance and addressing customer challenges with our suite of products while ensuring a high level of collaboration with customers.
• Ability to work with cross-functional teams in a positive, productive and professional manner.

Qualifications:

• BA/BS degree or equivalent experience.
• 5+ years of experience in success positions or account management (Preferably in a SaaS Company).
• Advanced knowledge of Customer Success best practices.
• Proven ability to maintain highly valuable and outcome-based relationships with customers.
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises.
• Willing to travel periodically based on customer and business need

HackEDU is growing fast and looking for its first full-time customer success hire to work with our CEO. HackEDU has been extremely successful and needs help making sure our customers get the support they need. If career growth, startups, and the opportunity to be involved in all parts of marketing and sales are what you are looking for please apply! About HackEDU Security teams are turning to HackEDU to help them “shift left” and be more proactive in reducing vulnerabilities in software. HackEDU offers hands-on Secure Coding Training online to help software developers reduce vulnerabilities in code. Developers improve their ability to write secure software, boost their understanding of how software systems are hacked, and decrease the time to solve security-related problems. In addition, HackEDU’s training helps meetPCI-DSS, HIPAA/HITRUST, ISO, and NIST compliance requirements. Customers include Costco, Cisco, Albertsons, Weight Watchers, Target, Palo Alto Networks, etc. This is a Hybrid position located in Pittsburgh, PA. Powered by JazzHR Expected salary: Location: Pittsburgh, PA Job date: Thu, 21 Jul 2022 06:24:14 GMT Apply for the job now! Apply tot his job Apply To this Job