JOB SUMMARY The Customer Success position will model the Netrio mission vision and values each day functioning as a guide for daily accountabilities and responsibilities. As a Customer Success Manager you will play a key role in ensuring our customers achieve maximum value from our services and solutions. You will be the primary point of contact for our clients and will work closely with them to understand their needs manage the delivery of our services and ensure overall satisfaction.
KEY RESPONSIBILITIES : CUSTOMER ONBOARDING & RELATIONSHIP MANAGEMENT : - Serve as the primary point of contact for assigned customer accounts building strong long-lasting relationships.
- Oversee the successful onboarding of new clients ensuring they understand the full capabilities of the security services provided.
- Conduct regular check-ins with customers to monitor their satisfaction address concerns and identify areas for improvement or growth.
- Develop a deep understanding of each customers security goals challenges and priorities to offer tailored guidance and recommendations.
CUSTOMER ADVOCACY & RETENTION : - Act as the customer advocate within the company collaborating with internal teams to address customer issues and deliver exceptional service.
- Proactively identify and mitigate risks that could lead to customer churn including identifying security gaps or service disruptions.
- Monitor customer usage adoption and health metrics ensuring customers are achieving desired outcomes from the security solutions.
- Help customers understand and implement recommendations from security assessments audits or security posture reviews.
- Drive customer retention and upsell opportunities by highlighting additional services or products that can enhance their security.
MONITORING & REPORTING : - Track and report on key performance indicators (KPIs) related to customer success such as satisfaction scores renewals and service utilization.
- Review and communicate key security metrics and trends to customers ensuring they understand the value delivered by the managed security services.
- Collaborate with technical teams to ensure customer incidents alerts or service requests are promptly addressed and resolved.
COLLABORATION & CROSS-FUNCTIONAL ENGAGEMENT : - Work closely with Sales Technical Support Security Operations and Product teams to ensure seamless customer service and alignment on client goals.
- Assist in product/service enhancements by providing customer feedback trends and market insights.
- Provide input on customer-facing materials documentation and resources to improve client understanding and engagement with security services.
KEY COMPETENCIES Customer-Centric Mindset - Proven track record of building and maintaining strong customer relationships with a focus on customer satisfaction and retention.
Project Management - Strong organizational skills with the ability to handle multiple tasks and customer accounts simultaneously.
Sales Acumen - Comfort with identifying and pursuing upsell or cross-sell opportunities in a consultative non-salesy manner.
Communication - Strong written and verbal communication skills with the ability to convey complex security and technical concepts in an understandable manner.
Problem Solving - Ability to proactively identify challenges and work with both customers and internal teams to resolve issues.
Technology Expertise - Understanding of network security cybersecurity concepts and managed security services (firewalls intrusion detection systems vulnerability management etc.) is a plus.
QUALIFICATIONS: Experience: Minimum of 3-5 years of experience in customer success account management or related roles preferably within the cybersecurity or managed security services industry. Education: Bachelors degree from an accredited College or University with courses in Sales Marketing Communications Business or related field (or equivalent experience).
WORK ENVIRONMENT BENEFITS Netrio offers a hybrid work environment prioritizing work-life balance continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits including: - Competitive salary and bonus structure.
- Comprehensive benefits package
- Wellness programs and professional development opportunities.
The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation. The starting base pay range for this position is $50000 to $55000 annually and is applicable for candidates who will be working in the following locations Minnesota. This range is subject to adjustment for other geographic work locations. In addition to geographic location Netrio considers education experience internal equity market demands and other qualifying criteria to determine starting salaries. Other compensation includes commission based on a compensation plan set with the manager. In addition to compensation benefits Netrio offers a variety of health and welfare benefits based on eligibility including medical and dental insurance term life insurance wellness programs career development and enrollment in our company 401(k) plan with company match.
| Required Experience:
Manager