Prophet Security
Senior Customer Success Manager
US (Remote) · Senior
Sponsorship not specifiedDetected 6 days ago
Cloud PlatformsCybersecuritySIEMSOARSOC OperationsAccount ManagementCustomer SuccessLeadershipCommunicationCollaborationProblem Solving
About the role
- As the Senior Customer Success Manager, you are the steward of our small and medium enterprise customer relationships.
- Reporting to the Director of Customer Success, you will bridge the gap between complex cybersecurity strategy and tangible business value.
Responsibilities
- You will collaborate closely with Product, Engineering, and Sales to translate customer feedback into roadmap priorities, ensuring we prioritize practicality over perfection.
- Optimize User Journeys: Execute and refine the end-to-end customer lifecycle to increase platform adoption and decrease time-to-value for new deployments.
- A deep understanding of the high-stress environment security analysts and our own customer success managers face, using this empathy to drive product improvements.
Requirements
- Your success is measured by high net-retention rates, your ability to influence the strategic direction of customer security teams, and successfully creating customer evangelists.
- Use and improve the team structures, playbooks, and support workflows required to scale the organization as we continue to grow total revenue.
- You can navigate and strategize with common SIEM, EDR, and SOAR platforms.
- Execute Success Infrastructure: Use and improve the team structures, playbooks, and support workflows required to scale the organization as we continue to grow total revenue.
Skills
- Non-Technical Skills
- Strategic Thinking: Ability to see beyond individual tickets to recognize broader trends in the market and customer behavior.
- Prophet Security takes pride in being an equal-opportunity employer.
- Our hiring decisions are based exclusively on merit, qualifications, and business needs.
Benefits
- Execute quarterly business reviews (QBRs) and health assessments for key accounts, maintaining a Net Retention Rate (NRR) of 110% or higher.
- You can use and manage data-driven models for churn prediction, NRR, and health scoring.
- We provide great benefits, meaningful equity, and a fun, inspiring environment.
Company info
- About Prophet Security
- At Prophet Security, we are on a mission to automate the heavy lifting of security operations to compliment and expand the impact of Security Operations teams.
- We place customers at the core of our decisions.
- We are committed to high standards and continuous improvement.
- Your purpose is twofold: ensuring our enterprise customers achieve peak efficiency using our AI SOC analyst, and translating our effectiveness into business value that protects and expands revenue.
- At Prophet Security, we value transparent communication and unwavering resilience; you will be the face of these values as you navigate the high-stakes environments of our largest stakeholders and the internal processes that drive progress for customers.
- Drive Value Realization: Define and track "Value Milestones" for enterprise customers, specifically measuring time savings and alert-fatigue reduction generated by the AI SOC analyst.
- Define and track "Value Milestones" for enterprise customers, specifically measuring time savings and alert-fatigue reduction generated by the AI SOC analyst.
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