Customer Success Manager - West Coast, U.S.

We are looking for an experienced Customer Success Manager to join our fast-growing company in a breakthrough stage where we build our dream team with the most passionate and professional people in the industry. This is a remote position based on the WEST COAST, U.S. and the only candidates in the region will be considered.

Responsibilities

• Responsible for customer's onboarding experience, adoption, and expansion across a range of relationships.
• Partner with customer shareholders, channel partners, and sponsors to drive product adoption.
• Be a customer advocate in influencing product roadmap and improvements.
• Identify and escalate issues relevant to the customer and support team to achieve client success.
• Gain deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments.
• Address and associate business benefits to align with emerging and evolving needs.
• Identify renewals needs with our clients on an ongoing basis and collaborate with internal teams to give the customer the best service.
• Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement.

Qualifications:

• Minimum 3 years experience in a CSM related role.
• Security knowledge is a must!
• Cloud platform experience (AWS, GCP, Azure) highly preferred.
• Proficiency in using the Salesforce platform.
• Experience leveraging customer success tools like ChurnZero, Gainsight, and Totango.
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.
• Self-driven and process-oriented philosophies.
• Passionate about customers, see their needs and have the ability to create solutions.
• Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges.
• Proficiency in Spanish preferred

If your experience is close but doesn’t fulfill all requirements, please apply! Torq is building an outstanding company. To achieve our goals, we are focused on hiring great people with different backgrounds, perspectives, and experiences.

As an equal opportunity employer, we are committed to a team defined and empowered by diversity. We consider qualified applicants without regard to race, religion, color, national origin, gender, sexual orientation age, marital status, veteran status or disability status.

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