Senior Customer Success Manager Remote 32

Key Responsibilities

• Own a High-Value Commercial Portfolio: Drive retention and expansion for a dedicated segment of approximately 7075 upper-tier commercial accounts.
• Identify and Close Expansion Opportunities: Proactively surface upsell and cross-sell potential within your portfolio, moving beyond traditional support to drive immediate revenue growth.
• Manage the Full Renewal Lifecycle: Lead end-to-end renewal negotiations for commercial customers, ensuring high retention rates and protecting the organization's recurring revenue.
• Drive Strategic Value Alignment: Conduct regular business reviews to tie customer strategic objectives to product metrics, specific use cases, and realized benefits.
• Serve as the Internal "Quarterback": Coordinate across product, security operations, and technical teams to resolve complex customer workflows and technical support issues.
• Leverage Domain Expertise: Utilize your background in cybersecurity to establish immediate credibility with customers and provide expert guidance on the threat landscape.
• Navigate Startup Ambiguity with Grit: Demonstrate initiative by digging for opportunities independently and finding solutions within evolving or "messy" data systems.
• Streamline Customer Adoption: Oversee the transition from onboarding to full adoption, ensuring customers achieve their desired outcomes early in the partnership.
• Prepare for Enterprise Transition: Maintain high standards of strategic account protection with the goal of evolving into an Enterprise CSM role within 912 months.

Experience & Expertise

• Strong communication skills with confidence engaging C-level executives on technical solutions and business impact
• Self-starter with sound judgment, strong prioritization skills, and a proactive approach to problem-solving
• Ability to work independently in a hands-on role while collaborating cross-functionally
• Growth mindset with openness to feedback and a willingness to roll up your sleeves
• 3+ years of experience in account management or customer relationship management within a technical solutions environment
• Proven track record of achieving retention and/or expansion revenue targets
• Experience working in a startup environment preferred
• Experience in cybersecurity or fraud-related solutions is a plus

Our Values

• We Learn from Our Customers: We actively listen to customers and prospects, using their insights to guide our strategy and innovation.
• We Invent Awesome Stuff: We tackle complex problems others have written off—bringing bold, differentiated solutions to a market facing billions in online fraud.
• We Are Honest, Ethical, and Kind: We operate with integrity and intention in every interaction—with customers, partners, and each other.
• We Make Each Other Successful: We foster an inclusive, collaborative culture built on mutual respect, support, and continuous learning.

Hiring Team

Meghan Jaeger Jason Gonzales Tim McCarthy Annie Mullen Josh Shaul