Senior Customer Success Manager

At ReversingLabs, we are providing the world's largest threat intelligence repository to protect software development and power advanced security solutions, keeping the most advanced cybersecurity organizations and Fortune 500 enterprises informed and ahead of the threats. Our software supply chain security and threat intelligence solutions have become essential to advancing enterprise cybersecurity maturity globally.

Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk.

Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs.

We are seeking a highly-motivated Senior Customer Success Manager to join our team. We are looking for a driven individual who embodies our core values:

1. Act with purpose
2. Impact together
3. Lead with resilience
4. Boldly raises the bar
5. Passion in all we do.

At ReversingLabs, the customer success management team assists in leading our customers to value realization, by tying their business needs to key solutions and services, enabling them to protect their business, and implicitly trust in ReversingLabs as their partner in threat intelligence and software supply chain security. As a principal customer success manager, you will be responsible for building and maintaining strong relationships with our valued customers, understanding their needs and goals, and proactively providing solutions that align with their business goals and outcomes.

What You Will Do

• Operate as the primary point of contact for a portfolio of customers, focused on building and cultivating relationships with multiple personas, including key Executive stakeholders.
• Work closely with clients to better understand their security needs, and maintain up-to-date success plans that lead your customers to value realization.
• Act as a liaison between clients and internal stakeholders, and collaborate with internal cross-functional teams to deliver on customer expectations.
• Partner and collaborate with the sales team on risk mitigation, account strategy, including opportunities for upsells.
• Ability to forecast risk, and how it impacts renewals and upsells on a recurring basis.
• Identify opportunities for growth and expansion within the portfolio, and effectively communicate with your account team.
• Drive customer engagement, proactively addressing your customers' top pain points with recommended products and services.
• Develop and execute against shared customer success plans, and ensure outcomes are met.
• Provide guidance and best practices that help your customers maximize value from ReversingLabs products and services.
• Coordinate and conduct executive business reviews that showcase ROI and outcomes met.
• Maintaining up-to-date knowledge of industry trends and best practices.
• Other duties as assigned

What We Are Looking For

• A minimum of 5 years of experience in customer success management.
• Cybersecurity experience is a must, specifically within software supply chain security, application security, or related domains (SAST / DAST / SCA / ASPM platforms).
• A minimum 2 years experience working with Engineering teams and SOC Analysts
• Strong understanding of cybersecurity concepts, trends, and solutions.
• Proven track record of building and maintaining relationships with key decision makers.
• Proven ability to manage multiple accounts, and projects simultaneously while maintaining sharp attention to detail.
• Ability to work independently and in a team-oriented, collaborative environment.
• Excellent communication, negotiation, and presentation skills.
• Familiarity with CRM software, and other account management software.
• Strong analytical and problem-solving abilities.
• Willingness to travel to customer locations.

Benefits

• Competitive compensation packages (base, bonus and equity)
• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Pet insurance
• Hospital Indemnity insurance and Accident insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment

The base salary range for this role is influenced by several factors, including work location, job-related skills and experience, relevant education, training or certifications, and other business needs. For this position, the target base salary is $125,000 - $135,000.

At ReversingLabs, we believe that cash salary is just one part of our Total Rewards package. We're proud to offer a comprehensive benefits package that includes base salary, bonus, stock awards, and extensive healthcare coverage. Additionally, we provide quarterly wellness weekends, retirement savings options, an annual Calm membership, access to Udemy for training and growth development, parental leave, and much more. We look forward to sharing more details about our Total Rewards package during the recruitment process.

ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Awardfor Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products.

Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer.

Applicants only - Recruiting agencies, please do not contact.