Cybrary is a unique Multi-Sided Platform that empowers Cybersecurity and IT professionals to develop themselves in their careers. With over 1.5M
users Cybrary is well positioned to close the employment gap in these fields. We are on a rocketship, come join us!
The Customer Success Manager (CSM) is an energetic customer facing professional who will engage, retain and drive our customers’ understanding of Cybrary’s product offerings. The CSM is measured on the Net Promoter Score and the Utilization of our products within a portfolio of business and consumers clients. The ideal candidate will be as passionate about the growth of customer solutions as they are about providing an exceptional experience for every customer.
Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cybrary’s products
Onboard and educate customers about Cybrary’s products
Produce and conduct Business Reviews, engaging with client counterparts at various levels of the organization.
Partner and work very closely with partners in Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal and expansion within Cybrary’s product suite.
Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, and product teams
Develop and maintain a deep understanding of customers’ business drivers and talent management goals, and steer program activities to align with those initiatives
Key Competencies include:
Product Delivery and Expertise: Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums
Analytical and Problem Solving Skills: Ability to synthesize complex data into clear insights for customers
Managing Work and Collaboration: Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you
Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
Bachelor’s Degree or equivalent work experience
3-5 years of experience in B2B and/or B2C environments with preference for customer success, account management, sales or consulting background
Enthusiasm for new technologies, a must!
Experience/Education in Education, cyber security and/or talent acquisition is strongly recommended
Experience using Customer Success Analytics and Engagement platforms
Occasional travel for in-person customer meetings
Commitment to Cybrary’s mission and values
Proven record of successfully being measured to goals is a plus