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Posted April 18, 2023
Cycode

Strategic Customer Success Manager

Cycode
San Francisco, CA, USA Remote ⚠ [Archived] No Longer Accepting Applicants

This is a unique opportunity to join an exciting early stage startup experiencing hypergrowth in a white-hot segment of the cybersecurity space.Cycode is a rapidly growing cybersecurity startup and creator of the world’s first complete software supply chain security solution. According to Gartner, software supply chain attacks (like the one that impacted Solarwinds) will affect 45% of organizations and grow three-fold by 2025. Unfortunately, traditional AppSec offers little protection against these devastating threats. That’s where Cycode comes in. Our platform provides customers with complete visibility, security, and integrity across all phases of the software development lifecycle (SDLC) — to prevent them from becoming the next Solarwinds.Cycode was founded in 2019 and is backed by top venture capital firms YL Ventures and Insight Partners. We’ve received numerous awards and recognition including being named one of the top cybersecurity startups in the Cyber Defense Magazine Top 100 (2020), Accel 2021 Euroscape Top 100, Analytics Insight “Top Cybersecurity Companies to Watch in 2021”, winner of the 2021 Cyber Defender Award and a finalist for the 2021 CISO Choice in Application Security.

We are looking for a Customer Success Manager with a proven track record to join our Customer Success team. As a Customer Success Manager (CSM), you will report to the Sr. Director of Customer Success and be a strategic member of our team, working closely with Sales, Marketing, Product, and Operations. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customer’s pain points and help them achieve the business outcomes based on your experience and Cycode’s capabilities. To be successful in this role, you must have experience in software development and/or cybersecurity. You must be able to articulate technology in both technical and non-technical terms. That is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.

Key Responsibilities

  • Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product
  • Align with technical stakeholders and executive decision-makers at customers, and conduct activities like regular sync calls and quarterly executive business reviews (QBRs) to continuously drive new value and demonstrate the existing value to drive that relationship through
  • Responsible for customers’ happiness to ensure successful commercial outcomes, leading to renewals and expansion across a portfolio of clients
  • Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
  • Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
  • Proactively promote and educate customers on new features and capabilities added to the Cycode platform
  • Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle
  • Create advocacy and evangelism opportunities for customers

Requirements:

  • 5+ years of customer success or technical account management experience with enterprise software
  • 5+ years of in the software development and/or cybersecurity industry
  • Expertise in project management with experience managing Fortune 500 customers and/or complex projects that have achieved high customer satisfaction
  • Strong technical acumen and high integrity, with experience in cybersecurity preferred
  • Excellent interpersonal and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs
  • Strong problem-solving skills, with the ability to identify and address client needs
  • Team player ready to help others
  • Self-starter with intellectual curiosity
  • Familiarity with Application Security (AppSec) concepts
  • Familiarity with SCM tools like GitHub, GitLab, Bitbucket
  • Familiarity with modern scripting and programming languages - advantage
  • Familiarity with cloud providers like AWS, Azure, GCP - advantage
  • Working proficiency with Kubernetes - advantage
  • Ability to travel to client sites as needed (up to 25% of the time)