Enterprise Senior Customer Success Manager
Kasada
Customer Service, Sales & Business Development
California, USA
Posted on Nov 15, 2024
About Kasada
Join us in stopping bad bots, for good! Kasada protects millions of online users everyday. Founded to stop automated bot attacks, we believe the internet should be a safe place for everyone. Bad bots are highly destructive. They take over accounts, steal content, overload systems and infrastructure and cause billions of dollars in damages every year. Seeking to restore trust in the internet, Kasada stops bots at the very first request including those that have never been seen before.
We’ve grown from a few friends working out of a shipping container under the Sydney Harbour Bridge to now operating globally, we’re spread across the world protecting some of the most well-known brands on the face of the earth.
We’re an innately curious team that’s not afraid to bring bold ideas to create better ways of solving problems. We’re looking for people who are passionate about solving some of the most difficult and pressing cybersecurity issues, while having fun doing it!
What you’ll bring;
Combining a passion for tech with a driven curiosity to understand customers' business goals, to really immerse yourself in enabling their success; you will be hungry for continual learning, while also bringing your personal expertise to the team, through:
- Conveying complex technical ideas simply and understanding the impact of Kasada to a customer’s business.
- Thriving in an autonomous environment while collaborating across multiple timezones, whether working independently or within a small remote team.
- Being a self-starter who knows how to effectively prioritize, problem solve, and escalate complex issues.
- Embodying the adaptability and readiness to succeed in a dynamic, fast-paced scaleup environment.
- Possessing a customer-centric mindset and an innate curiosity to improve the customer experience.
- Have a proven track record of building and maintaining successful enterprise customer relationships throughout the whole customer lifecycle
- Have problem-solving skills, with the ability to think creatively and find innovative solutions to complex customer challenges
- An innate curiosity to dig past the ask, to understand the “why” and deliver better outcomes than expected
What you will be doing;
- Becoming an expert on Kasada’s product offerings and cyber security practices.
- Enabling seamless operation of the Kasada platform for customers, ensuring maximum value adoption throughout the customer lifecycle.
- Advising key customer stakeholders, offering strategic guidance, performing quarterly/annual reviews, and spotting upsell and expansion opportunities.
- Partnering and collaborating with Sales, Security & Product Engineering and Support, advocating for customer needs and ensuring cross functional alignment on customer success strategies.
- Monitoring customer health metrics, identifying areas of risk, and proactively addressing issues to mitigate churn to deliver a market leading customer experience.
- Serving as the main escalation point for critical customer issues and collaborating with internal teams for resolution.
- Driving detailed strategic plans to build on and deliver customer requirements in line with growth, customer preferred interactions, projects and progress.
- Providing recommendations to promote the maximum value of customer's investment in Kasada, including best practices, and on-going support to reach full utilization of customer licenses; and collaborating with sales teams to ensure growth attainment and increased footprint.
What you will be working with;
- Hubspot
- Jira / Jira Service Desk
- Splunk
- Elastic
- Grafana
- Slack/MS Teams/Google Chat
- Confluence
- Canva
- Google Suite
Qualifications;
- A Bachelor's Degree or higher in Computer Science/Information Technology/Business field, OR equivalent demonstrated experience.
- 5+ of experience of B2B SaaS customer success or account management, working with complex enterprise customers in software, Cloud, SaaS, or an inter-related industry in a customer facing post sales role.
The Benefits of being a Kasadian
We want to ensure Kasada remains a great place to work and a place to do great work. It's important to us to build an inclusive environment where you can realize your full potential. We are a highly collaborative team regardless of location, placing a strong emphasis on our core values; and we have designed our benefits package so you can thrive, both inside and outside of work:
- A stake in Kasada’s global success with equity/stock options
- Flexible working hours and arrangements - Create a schedule that suits you
- Support for growing families - Generous parental leave allowances and resources to help in the lead up, during and after parental leave.
- Resources for well-being to support your growth including our EAP - confidential counselling for you and your loved ones
- Birthday leave
- Wellness leave
- An action packed calendar of fun in-person and virtual events
Sound interesting? What’s next?
Hit the apply button and one of our team will set up an exploratory, confidential discussion. We have designed our hiring process to be streamlined and thorough so everyone can make the right call on whether it is the right move for you. We are an inclusive team and this extends to all candidates that interview with us. Interviews are conducted virtually however if you want to come onsite - just ask! When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process, we want to ensure you are set up for success in every conversation.
Still with us? Just a little bit more…
Research shows that women and other marginalized individuals tend to only apply when they check every box. We’re always keen to broaden our perspective, so if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch, we'd love to have a chat and see if you could be a great addition to the team!
Please note: Kasada is an e-verify employer (US based applicants only)
