Our clients Digital Resilience Platform solves for the greatest vulnerabilities across the complete attack surface. By providing comprehensive coverage of an organisation’s digital footprint through best-in-class discovery and monitoring, by enabling users to proactively uncover threats within email, domains, brand, and the network perimeter. Paired with sophisticated remediation capabilities, they provide organisations with the tools to shut down phishing and ensure ongoing compliance with email and web security protocols.

Our client is a global organisation with offices in North America, Australia, Spain, and the UK. It boasts an impressive client base across all industries, including Domino’s, ZoomInfo, Athletic Greens, Pipedrive, and top global law firms. They are also a trusted partner of Entrust, Microsoft, and Validity, among others.

About the role

They are hiring a Customer Success Associate to join the Customer Success team to ensure that all of their current and newly acquired customers have a clear, supported and defined path to success and is responsible for delivering value, improving retention and product adoption. You will own a portfolio of digital self-service customers with substantial room to grow in their adoption of their solution. As a Customer Success Associate, you will work with curating a customer success journey for these customers and ensuring that the renewal is a non-event by facilitating an easy onboarding experience, proving ROI and removing any roadblocks.

Responsibilities

• Ensure that low-touch customers have a clearly defined success journey and drive usage and adoption so that their renewal is a non-event.
• Update systems with all low-touch customer renewals
• Work on projects to remove manual tasks to make the customer experience more seamless and internally more efficient
• Help the customer define their needs and manage their timeline toward seeing value.
• Engage across the Customer’s organisation and work cross-functionally within Red Sift to identify opportunities and risks and present recommendations & solutions
• Produce and deliver internal best practices and customer user stories to make customers’ lives easier in the form of webinars.
• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.
• Respond to customer emails, chats, and calls regarding their subscription.
• Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions.
• Work with the Community and Knowledge Manager and Partner Experience Manager to build evergreen content and resources for customers, partners and internally to use for education and to drive rapid product adoption and first value realisation.

Soft Skills

• Pleasant and straightforward phone and video manner.
• Able to create, facilitate and present easy-to-follow content and webinars to existing customers
• Excellent written communication.
• Process orientation and good at capturing processes
• Organisational skills — you’ll be working with many customers, and you’ll need to have expertise in place to keep all of their needs organised.
• An understanding of market needs and current use cases of businesses using video.
• Strategically minded — you’ll be helping customers come up with their overall strategy with our product!
• Highly self-motivated and driven — you don’t need someone hovering over your shoulder telling you what to do all day.
• The ability to shift priorities quickly when necessary.

Hard skills and experience

• Minimum 1 year’s experience in customer success, customer service, technical account management/support, Onboarding Specialist, or involvement in customer success programs.
• Minimum 1 year’s experience in SaaS companies, preferably in the Cybersecurity industry
• Knowledge of security technologies ideally, that which is used to secure email communications.
• Knowledge of Network security protocols, Anti-spoofing and Antiphishing concepts, tools and technologies.
• Experience with Salesforce or similar CRM tools
• Project Management methodologies a plus

Benefits

• 🌟 The opportunity to participate in every aspect of the startup journey in rapid scaling mode
• 󰜫 The chance to participate in our mission to protect organisations and the people within them with cybersecurity software products that outsmart attackers at scale
• 💷 A competitive base salary based on experience in addition to a performance-based bonus, equity plan and pension scheme
• 🧰 Optionally remote work, as long as you can drop by the office every now and then
• 🏝 25 days of vacation in addition to public holidays per year
• 󰩵 A monthly budget for coaching and self-improvement such as courses, conferences and workshops
• 🏥 Health Insurance
• 👪 Maternity / Paternity leave
• 🏋 Gym membership
• 🚴 Cycle to work scheme
• 🦸 One volunteer day per year
• 🕰 Flexible working hours, we trust you to work enough hours to do your job well, at times that suit you and your team