Customer Success Manager
The Company
Jericho Security is the ultimate battleground where cyberdefense clashes with the constantly evolving menace of generative artificial intelligence. The threat of malicious AI attacks is greater than ever with its evolving efficiency placing all industries in peril. Jericho is taking on the challenge to protect all from the unrelenting assault of next-gen cyber attacks.
The Role
As our Customer Success Manager, you will be the driving force behind customer satisfaction, retention, and expansion. You’ll be building and managing the Customer Success function independently, working cross-functionally with sales, product, and support teams to enhance the customer journey.
You’ll be responsible for the full post-sales customer lifecycle—from onboarding and engagement to renewals and upsells—ensuring our customers get maximum value from our solution.
Responsibilities
- Own & Lead Customer Success Strategy – Define and execute a scalable customer success model that improves retention and growth.
- Customer Onboarding & Training – Develop onboarding processes that quickly get customers up to speed and maximize adoption.
- Proactive Account Management – Monitor key accounts, anticipate challenges, and take proactive measures to increase satisfaction.
- Renewals & Expansion – Identify upsell/cross-sell opportunities and collaborate with sales to drive revenue growth.
- Customer Advocacy – Collect testimonials, case studies, and customer feedback to improve our product and messaging.
- Data-Driven Insights – Leverage analytics and KPIs to track customer health, churn risk, and engagement trends.
- Build and Scale Processes – Create customer success playbooks, templates, and automation to ensure efficiency as we grow.
- Act as the Voice of the Customer – Collaborate with the product team to advocate for features and improvements based on real customer needs.
Relevant Skills & Experience
- Experienced: 5+ years in Customer Success, Account Management, or a related field at a SaaS company.
- Independent & Strategic: You can run a customer success department solo, setting strategies while executing daily operations.
- Customer-Obsessed: Passionate about helping customers succeed and skilled in building lasting relationships.
- Revenue-Focused: Comfortable with renewals, upsells, and working closely with sales to drive expansion.
- Tech-Savvy: Strong understanding of SaaS platforms, customer success tools, and analytics.
- Data-Driven: You make decisions based on customer metrics, retention trends, and engagement data.
- Problem-Solver: Able to anticipate challenges, identify solutions, and implement proactive strategies.