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About the Role
This role is for an Enterprise Customer Success Manager who will focus on maintaining the highest levels of customer satisfaction by ensuring clients consistently realize the value of their investment, driving adoption, and leading to renewals, expansion, and advocacy.
Responsibilities
- Lead all post-sales activities for customers through relationship-building, product knowledge, planning, and execution.
- Act as the voice of the customer.
- Work cross-functionally with Sales, Marketing, Product, Engineering, and Development Teams.
- Retain long-term partnerships by renewing and expanding successful customers.
- Achieve quarterly metrics for customer retention, price increase, and upselling.
- Establish and oversee customer adoption, training, and best practices to drive incremental value.
- Conduct Quarterly Business Reviews to drive positive customer outcomes.
- Analyze data to provide insights and recommendations for clients.
- Track accounts to identify churn risks and proactively mitigate them.
- Undertake evolving duties and special projects within the Customer Success Department.
- Own the full customer lifecycle for enterprise accounts, from onboarding through renewal and expansion.
- Serve as the primary point of contact and trusted advisor for assigned accounts.
- Drive product adoption by identifying underutilized features and maximizing customer investment value.
- Monitor account health and proactively identify and mitigate churn risks.
- Collaborate with Sales to identify and execute upsell and expansion opportunities.
- Partner with Product and Engineering to surface customer feedback and advocate for improvements.
- Maintain accurate account records including renewal timelines, stakeholder mapping, and next steps in Salesforce.
Requirements
- Must be available to go into the office two days per week if located in Austin.
- A minimum of 5+ years of experience within a Customer Success, Account Management, or SaaS Sales role.
- Experience building relationships with enterprise-level clients.
- Familiarity with managing customer renewals and upsells.
- Strong presentation, meeting facilitation, and written communication skills.
- Excellent time management and organizational skills with the ability to track numerous details.
- Desire to work in a dynamic start-up where input is encouraged.
- Willingness to travel to customer locations.
Skills
- SaaS Customer Success
- Account Management
- Relationship-building
- Product knowledge
- Strategic mindset
- Presentation skills
- Meeting facilitation
- Written communication
- Time management
- Organizational skills
- Salesforce
- Cybersecurity
- Application Security
- DevSecOps
- DAST
- SAST
- SCA
- AppSec tools
- Technical demos
- Product walkthroughs
Location
- Austin, Texas
- Remote
Work Type
- Hybrid
- Remote
Experience Level
- 5+ years of experience
Benefits
- 100% coverage of employee health, vision, and dental premium costs.
- 75% contribution to health care premium costs for dependents.
- 50% contribution to vision/dental premium costs for dependents.
- Employee Assistance Program with 24/7 support for Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, and New Parent Support.
- 16 weeks paid parental leave for birthing parent recovery.
- 4 weeks paid parental leave for non-birthing/bonding parent.
- 401(k) Savings Plan with 50% company match up to 6% and 100% annual cliff vesting.
- Discretionary Time Off.
- Quarterly Thrive-Wellness Days.
- 5 days of paid Volunteerism Time Off each year.
- Ongoing recognition & rewards.
- Culture emphasizing personal and professional growth.
About the Company
- Invicti Security delivers the industry's most accurate application security platform, transforming how web applications are secured.
- Recognized as a leader in Application Security Testing and a DAST Innovator by Latio.
- Enables organizations to continuously scan and secure web apps and APIs with rigor and innovation.
- Headquartered in Austin, Texas, Invicti serves over 3,600 organizations worldwide.
- Total Rewards approach is designed to attract, support, and grow exceptional talent.
- Offers a balanced mix of competitive compensation, meaningful benefits, and opportunities for recognition and development.
- Takes a global, flexible approach that aligns with business goals and values while adapting to regional needs.
- Committed to transparency and ensuring employees understand how the company invests in their success and well-being.
Equal Opportunity
- Invicti embraces diversity and individuality in all forms.
- Discrimination has no place at Invicti, regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes an individual unique.
- Committed to creating a space where everyone feels valued and included.