Customer Success Manager - Waltham, MA / Denver, CO / Remote

Customer Success · Waltham, Massachusetts
Department Customer Success
Employment Type Full-Time
Minimum Experience Experienced

We are looking for a dynamic and passionate individual to drive the success of our clients and act as their trusted advisor to help ensure efficient adoption of Randori into their security operations. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and other security professionals within mid-to-large enterprises, helping to successfully onboard, train and consult our clients toward reducing the overall risk of their  attack surface. This ideal candidate should be comfortable in a fast-paced, high-growth environment with proven success in managing a portfolio of enterprise clients in an annual renewal rate SaaS software product suite.

Randori is a leader in attack surface management and we are changing how the world practices security.  We are a passionate, diverse group of people working to ensure every organization has access to a trusted adversary, helping defenders continuously assess their real-world security risk.  Our high-energy, innovative environment has helped us develop a first of its kind single platform for Attack Surface Management (ASM) and Continuous Automated Red Team (CART). We are the only ones on the market bringing the attacker’s perspective and flipping the script from defense to offense. We’re hacker led and mission-driven, applying our endless curiosity, passion for excellence and persistence to help the world hack a better, more secure future. 

Reporting to the Director of Customer Success, the Customer Success Manager (CSM) will be responsible for onboarding customers, creating operationalization plans with the Technical Account Manager, supporting documentation of product best practices, and ensuring the Customer Health metrics support customer retention and renewal. A CSM at Randori plays a significant role in relaying the voice of the customer to the business, helping to drive adoption, engagement, and satisfaction. Therefore, it’s imperative that anyone in this role is comfortable interfacing and working with other cross functional teams, including but not limited to Product, helping to scale and grow our product and company.

A Little About the Job

  • Deliver exceptional onboarding and ongoing touch points to ensure customers success and achieve renewal and referral goals
  • Grow and expand customer product adoption through a high-touch engagement model
  • Help customers integrate Randori into their overall security program with the help of your Technical Account Manager
  • Track and report on customer health by keeping clear and up to date information on each client across operationalization, relationship, and other health measures
  • Forecast account renewals and deliver results against monthly, quarterly, and annual forecast objectives, working closely with Account Executives to surface and develop expansion opportunities for your accounts
  • Ensure alignment between our customer’s security strategy and Randori’s to continue to grow our partnership with our customers
  • Navigate complex organizational structures to establish and maintain strong relationships at all levels of the customer organization
  • Act as the voice of the customer internally, advocating for and clearly articulating customer needs to drive Randori’s product roadmap
  • Develop a deep understanding of Randori’s technology to support the creation of customer best practices

A Little About You

  • 1-3 years’ of Customer Success or Account Management within a high growth enterprise software company
  • 1+ years’ cybersecurity experience (required)
  • Client-facing experience delivering customer success playbooks across software training, operationalization, and services development and execution
  • Bachelor’s degree in Business Administration, Computer Science, or related field
  • Strong written and verbal communication skills
  • Ability to interact with customer teams at various levels of technical and non-technical depth
  • Quick learner and a proactive mindset to work effectively in an ever-changing startup environment

A Little About Our Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • 401k Retirement Savings Plan
  • Life Insurance (Basic, Voluntary & AD&D)
  • Unlimited PTO (Trust and accountability-based)
  • Parental Leave (PPL) and Family Medical Leave (FML)
  • Short Term & Long Term Disability (STD, LTD)
  • Employee Assistance Program (EAP)

If you don't meet 100% of the requirements - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.

Randori is committed to a diverse and inclusive workplace. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.

A Little About Randori and Our Market Space

With two offices in both the Boston, MA and Denver, CO areas, our move to “stay-at-home” has not dampened our cross-departmental collaboration one bit. We are part of a burgeoning market and poised to take Attack Surface Management (ASM) and Continuous Automated Red Team (CART) by storm.

Gartner, Forbes, The Wall Street Journal, TechCrunch, Bloomberg, CyberScoop, and countless other organizations--both regional and national--have recognized Randori as an innovator, focused on launching real attacks and providing real-time insight into how attackers view customers’ environments.

Interested in contributing to industry-shaping innovation, enjoying a fast-paced workspace, earning competitive pay, and advancing your career? Become part of the Randori team today!

Security Responsibilities

Every Randori employee has the responsibility to ensure all tasks performed adhere to Randori’s  Information Security requirements. This includes understanding and following security policies, participation in information security training, and helping improve the organization's overall security maturity. Each member of our team must understand their role in protecting company assets and the subsequent handling of confidential & customer data.

Thank You

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  • Location
    Waltham, Massachusetts
  • Department
    Customer Success
  • Employment Type
  • Minimum Experience