We are seeking an experienced Customer Success Manager (CSM) at Cybrary to serve as the primary contact for a rapidly expanding portfolio of enterprise customers. Our Customer Success Team serves as the front-line relationship with our clients by providing exceptional service and support throughout the account lifecycle. We are growing our international customer base, and are particularly interested in speaking with experienced CSMs who are willing to work alternative hours to support international clientele. Our CSMs lead the customer through onboarding and training to ensure high utilization of the Cybrary platform, allowing our customers to meet their cybersecurity and IT training needs.

What You Will Do

• Will work directly with our customers, including administrators and C-level executives, to ensure they are optimizing the full value of our platform

• Build and nourish in-depth and long-term relationships with existing and new clients, both domestic and international

• Maintain and exceed 85% customer retention through renewal and expansion goals

• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and potential enhancements

• Uphold and continuously improve Cybrary’s best practices for engagement, renewal, and expansion

Skills You Bring

• 3+ years of experience in SaaS customer success/account management roles, with at least 1 year of experience supporting enterprise

• Strong account management and a passion for customer support

• Proven experience in renewal and expansion success; have exceeded retention goals and successfully uncovered new expansion opportunities

• Excellent verbal, interpersonal and written communication skills – you’re able to tailor your communication to address individual consumers as well as executive teams

• Ability to lead by example – no task is too small

• Exceptional ability to ask questions and solve problems by thinking outside the box

• Effective project management skills, using data and data analytics to inform and influence priorities

• Collaborative problem solver

• Motivation to go above and beyond for a task – you thrive on ensuring your customers are happy and engaged

• Ability to learn and expand familiarity with technical content and an inherent desire to continuously develop your own skills

• Experience using Salesforce

• Familiarity with Zendesk, ChurnZero and cybersecurity training programs a plus

• Interest and ability to work alternative hours to support our international customer base

Location

This position is 100% remote.

$60,000 — $90,000/year