Customer Success Specialist (Asia)

*Please Note* This role requires bi-lingual fluency in English + Mandarin (Japanese a plus)

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role

We are seeking a Customer Success Specialist to join our growing Customer Success organization on our Velocity team. This role is focused on driving impact across a large customer segment by leveraging Gainsight and other tools to deliver a consistent, and value-driven customer experience. You’ll play a critical role in driving renewals, leveraging customer insights and automation to ensure customers realize ongoing value and continue their partnership with us.

This is an exciting opportunity to be a foundational member of the team, shaping the future of how we deliver Customer Success at scale.

What you’ll achieve

• Drive customer outcomes and value via digital, 1:M and 1:1 engagements
• Own renewal outcomes across a large customer portfolio, managing forecasting, engagement strategy, contract negotiation and retention goals.
• Empower customers to become self-sufficient SecurityScorecard champions, solving for their immediate needs while focusing on their long term success, value realization, and retention
• Monitor customer health, usage, and lifecycle signals to trigger proactive interventions and prevent risk.
• Design and execute scaled engagement programs (emails, webinars) that drive adoption and product value.
• Partner with Support, Sales, Marketing, and Product teams to route customer needs, share insights, and collaborate on lifecycle improvements.
• Track and analyze the effectiveness of programs, iterating to improve outcomes for both customers and the business.
• Contribute to the evolution of the Scale CS motion, experimenting with new approaches to improve reach, efficiency, and impact.

About you

• 2-3+ year demonstrated success in a Customer Success role with direct renewal ownership
• Customer-obsessed: Devoted to ensuring our customers’ success and committed to advocating for our customers whenever possible
• Solid communicator: Able to communicate confidently & concisely through SecurityScorecard, via email, over the phone, or in person, with all audiences (from cross-functional team to customer Executives)
• Self-motivated and curious: Bias for action and work effectively in a highly ambiguous, ever-changing environment
• Driven, process-oriented person: Able to effectively balance competing priorities and make decisions that best support SecurityScorecard, the team, and the customer
• Experience with SalesForce, Gainsight, Google Suite, Zendesk, Tableau is a plus
• Cyber/TPRM experience preferred (not required)
• Fluency in Japanese required (Mandarin a plus)

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $35,000 - $60,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact [email protected].

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI