About the Role:

• We’re looking for a data-driven, proactive Customer Success Manager. Mandatory background in cybersecurity - Strong background in cloud platforms, SaaS, cybersecurity, or related fields.

You’ll focus on:

• Driving feature adoption and product engagement.
• Helping customers maximize value by aligning our product with their needs.
• Providing insights and solutions based on usage data and feedback.
• Drive collaboration between Product Management, Sales and Engineering to enhance customer satisfaction.

What You’ll Do:

• Provide strategic and hands-on technical guidance to Token platform, through onboarding to operationalization.
• Ensure customers fully leverage our product’s features for maximum impact.
• Hold Quarterly business reviews, periodic check-ins and training sessions to drive adoption and usage.
• Analyze customer data to identify opportunities for service growth.
• Provide guidance on best practices and product use cases.
• Communicate client requirements to internal teams and collaborate to ensure seamless experiences and continuous improvement.

Responsibilities:

• Strategic Leadership: Define and execute the vision for customer success, aligning with company goals to drive measurable business outcomes for clients.
• Team Management: Build, mentor, and lead a high-performing team, fostering professional growth and operational excellence.
• Customer Advocacy: Serve as the voice of the customer, influencing product roadmaps and service enhancements.
• Operational Excellence: Establish and refine scalable processes for onboarding, product adoption, and ongoing support.
• Executive Engagement: Build and maintain strong relationships with C-suite stakeholders at client organizations, acting as a trusted advisor.
• Revenue Growth: Identify opportunities for expansion, upselling, and renewals in partnership with sales teams.
• Metrics & Analysis: Monitor customer health scores, satisfaction surveys, and usage analytics to inform strategies for improved retention and value delivery.
• Strong problem solving skills, with the ability to dive deep into problems and generate solution.
• At least 3 years in customer success, professional services, or technical account management.
• Proven experience in managing teams that work closely with enterprise-level customers in complex technical environments.
• Excellent interpersonal and communication skills with a track record of executive-level influence.
• Ability to drive results in a fast-paced, dynamic startup environment.
• Analytical mindset with experience leveraging KPIs to improve processes and outcomes.