[Remote] Customer Success Manager - Pooled at Virtru

Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Data Protection, TechnologyIndustries

Requirements

4+ years experience working in a customer-facing role (support, sales, customer success, account management, etc.)
At least 2+ years of experience supporting technical products, applications and/or environments
Experience running training calls
Experience working in a pooled CSM model
Salesforce/Outreach Experience
Experience with renewals and/or negotiations
Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
Strong sense of urgency with an action-oriented mindset
Able to collaborate and adapt to shifting priorities as business needs evolve
Comfortable with asynchronous communication including slack, email, zoom, etc
Comfortable learning new technologies and communicating successfully with a wide range of customer personas
Ability to take customer success processes from other parts of the business and apply them at scale across a large customer base (thousands of accounts)

Responsibilities

Onboard and train new customers on Virtru’s products in both 1to1 trainings and group webinars
Manage and run renewals for strategically important customers
Proactively engage low-usage and at-risk customers to stabilize the account
Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews
Execute 1toMany campaigns and sequences designed to drive engagement, usage, and customer success at scale (ex. Run re-engagement campaigns for low-usage customers)
Track and analyze customer usage and engagement to identify opportunities to deliver value across the base
Generate invoices, work with our partners, and jump in to assist our Accounting team with collections for overdue and delinquent accounts
Help refine processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model
Jump in to handle any other outlier scenarios across the base

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementCustomer OnboardingProduct TrainingCustomer CommunicationSMB AccountsScalable Processes

Questions & Answers

Common questions about this position

What is the salary or compensation for this Customer Success Manager role?

This information is not specified in the job description.

Is this Customer Success Manager position remote or does it require office work?

This information is not specified in the job description.

What skills are needed to succeed as a Customer Success Manager at Virtru?

You’ll need to be comfortable learning new technologies and communicating successfully with a wide range of customer personas, plus 4+ years of experience working in customer success.

What is the team structure for this Customer Success Manager role?

This is a pooled role on the SMB Customer Success team, managing a large book of small accounts, and reporting to the Vice President of Customer Experience.

What makes a strong candidate for the Customer Success Manager - Pooled position?

Strong candidates have 4+ years of experience, comfort learning new technologies, and the ability to communicate with diverse customer personas while scaling processes across thousands of accounts.

Virtru

Cybersecurity solutions for data protection and privacy

About Virtru

Virtru provides data protection and privacy solutions that ensure secure sharing, storage, and analysis of data throughout its lifecycle. The core of Virtru's offering is the Trusted Data Format (TDF), which allows users to maintain control over their data, ensuring it remains protected and accessible only to authorized individuals, regardless of where it is stored or shared. This platform is utilized by over 20,000 organizations across various sectors, including healthcare, finance, government, and education, to safeguard sensitive information and comply with regulatory requirements. Unlike many competitors, Virtru offers a suite of developer tools that can be integrated into existing applications and systems, allowing organizations to embed data protection seamlessly. The company's goal is to empower organizations to maintain control over their data while preventing breaches and ensuring compliance through subscription-based services and licensing agreements.

Washington, District of ColumbiaHeadquarters

2012Year Founded

$131.8MTotal Funding

SERIES_CCompany Stage

CybersecurityIndustries

51-200Employees

Benefits

Hybrid Work Options

Unlimited Paid Time Off

Home Office Stipend

Professional Development Budget

Company Social Events

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Stock Options

Risks

Potential over-reliance on Google Cloud could pose risks if partnership dynamics change.

Departure of key figure Rob McDonald might impact product development momentum.

Rapid public sector expansion increases exposure to regulatory scrutiny and compliance challenges.

Differentiation

Virtru's Trusted Data Format offers persistent data protection across all storage and sharing platforms.

The company provides seamless integration with Google Workspace, enhancing data security for users.

Virtru's solutions are trusted by over 20,000 organizations across various industries.

Upsides

Increased demand for zero-trust security solutions boosts Virtru's market potential.

Recognition through multiple awards enhances Virtru's credibility and client attraction.

Expansion in the public sector indicates strategic growth and new opportunities.

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