Customer Success Manager (Mid-Market)

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Cloud Security, Managed Detection and Response (MDR)Industries

Requirements

Candidates must have at least 3 years of experience in Customer Success, Account Management, or a similar client-facing role within a SaaS cybersecurity company. A minimum of 2 years managing a book of business with 25-30 customers, each with an average Annual Recurring Revenue (ARR) of $170,000+, is required. A solid understanding of cybersecurity concepts, technologies, and industry trends, such as endpoint security, network security, cloud security, SIEM, threat intelligence, and incident response, is essential. Strong data analysis skills to review customer metrics, identify trends, and measure KPIs like churn rate, customer retention, or Net Promoter Score (NPS) are also necessary. Preferred qualifications include certifications or advanced degrees in Customer Success, Project Management, Data Analytics, or Cyber Security, and expertise in using CRM software like Salesforce or Zendesk.

Responsibilities

The Customer Success Manager will develop strong, positive relationships with customers, guiding them through a positive post-sales experience from onboarding to renewal. They will proactively engage customers to help them realize the maximum value of Red Canary and partner with sales on customer renewals and identifying opportunities for upsell and cross-sell. Responsibilities include monitoring for and mitigating customer risk, championing customer needs with technical and sales teams, and conducting regular executive business reviews to ensure satisfaction, value realization, and retention. The role also involves maintaining a deep understanding of Red Canary's product and roadmap, guiding customers on optimizing their use of Red Canary and other security products, and gathering product feedback to inform future development, while delivering against quarterly OKRs and KPI targets.

Skills

Customer Success

Relationship Building

Product Adoption

Cybersecurity

Customer Satisfaction

Retention

Growth

Trusted Advisor

Value Maximization

Zscaler

Cloud-based cybersecurity and secure gateway services

About Zscaler

Zscaler provides cloud-based information security services, focusing on internet, web, and cloud security. Its platform functions as a secure gateway that inspects all internet traffic between users and applications, ensuring that threats are identified and stopped before they can access a client's network. This service is offered through a subscription model, allowing large enterprises and government organizations to select the level of security that meets their needs. Zscaler differentiates itself from competitors by offering a strong partner program that enhances market reach and provides partners with training and resources. The company's goal is to support secure digital transformation for its clients by delivering reliable security solutions.

San Jose, CaliforniaHeadquarters

2008Year Founded

$148.8MTotal Funding

IPOCompany Stage

Enterprise Software, CybersecurityIndustries

5,001-10,000Employees

Benefits

Comprehensive health plans

Supportive parental & family leave

On-demand learning & development

Company-sponsored volunteering

Global tuition assistance program

Guilt-free paid time off

Risks

Emerging cybersecurity firms may erode Zscaler's market share.

Economic downturns could impact Zscaler's subscription-based revenue model.

The retirement of CFO Mr. Canessa may lead to financial instability.

Differentiation

Zscaler offers a 100% cloud-based security platform, eliminating on-premise hardware needs.

The company is a Gartner magic quadrant leader for secure web gateways.

Zscaler's platform inspects all internet traffic, ensuring threats are neutralized pre-network.

Upsides

Zscaler's FY/25 guidance was revised upward, indicating strong financial performance.

The partnership with Bharti Airtel enhances Zscaler's zero-trust architecture offerings.

Zscaler's hiring of government experts strengthens its position in the public sector.

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