Customer Success Manager

As a Customer Success Manager at Secureframe, you will be an integral part of our team, dedicated to ensuring the success and satisfaction of our clients. Your role will involve establishing and nurturing long-lasting relationships with customers, understanding their needs, and ensuring that our services align with their business objectives. This role reports to a Customer Success Team Lead. It is highly cross-functional, requiring close collaboration with executive leadership as well as Sales, Partnerships, Product Management, Customer Experience, and Marketing teams. You will master our product to effectively manage customer activities, including onboarding, training, support, and growth; achieve key success metrics such as Gross Revenue Retention (GRR) and Net Revenue Retention (NRR); analyze customer engagement with our platform to increase product adoption and satisfaction; own customer relationships post-sale, acting as the primary point of contact and trusted advisor; gather and communicate customer feedback to internal teams and help develop tailored solutions; identify upsell opportunities, drive renewals, and ensure high levels of customer retention; continuously refine and improve internal processes for greater efficiency; and support customers in preparing for and successfully completing compliance audits.