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Customer Success Manager, Self Service

Customer Success Manager, Self Service

Invicti SecurityAustin, TX, US
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Job Description

Job Description

Who You Are :

Building relationships is your strong suit. Customers feel comfortable renewing their contracts with you over and over again, given your confidence and ability to negotiate in a way that best fits their needs. You’re passionate about understanding the needs of customers, and can see the big picture when it comes to your relationships with them. You understand that, in order to do what’s best for the customer,  putting yourself in their shoes is a MUST; in order to accomplish this, you utilize your eagerness to learn and adapt to their needs as your ultimate strategy.

What You’ll Be Doing :

  • Booking renewals (primarily multi-year renewals) while maintaining aggressive gross revenue retention and expansion targets within the Self Service customer segment
  • Creating upsell pipeline and closing upsell opportunities with your assigned accounts
  • Driving resolution of escalated account issues in coordination with other departments
  • Exceeding customer retention goals and maintaining high retention rates
  • Managing contract-related inquiries, questions, and issues from partners / other departments
  • Professionally managing and expanding customer relationships with a portfolio of assigned accounts

What You'll Need :

  • 1-2 years of experience negotiating customer contracts
  • Experience in sales, account management, or customer success
  • Proficiency with Google Office Suite (Gmail, Sheets, etc.)
  • Exceptional Organizational Skills
  • Solid Time Management Fundamentals
  • Strong Negotiation Capabilities
  • An innate ability to build relationships
  • Eagerness to learn Web Application Security Scanning
  • Ability to quickly adapt to new work processes

    • Why Invicti :

    Your Health & Wellness Matters :

  • Health Insurance : Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision / dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day
  • Employee Assistance Program : Emotional Support Counseling services - 24 / 7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more
  • Parental Leave : 16 week paid leave for birthing parent recovery, 4 week paid leave for non-birthing / bonding parent
  • 401(k) Savings Plan : 50% up to 6% company match with 100% annual cliff vesting

    • We Value Adult / Life Balance :

  • Hybrid or Remote Working : If you are local to one of our office locations, you can work a hybrid / home schedule - we got you covered
  • Discretionary Time Off : Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued
  • Quarterly Thrive-Wellness Days : One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
  • Volunteering : 5 days of paid time off each year to participate in the volunteer activities of your choice

    • At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry.

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    Customer Service Manager • Austin, TX, US