Customer Success Manager

Customer Success Manager

Location: U.S. Remote

Bishop Fox is the leading authority in offensive security, providing solutions ranging from continuous penetration testing, red teaming, and attack surface management to product, cloud, and application security assessments. We’ve worked with more than a quarter of the Fortune 100, half of the Fortune 10, eight of the top 10 global technology companies, and all of the top global media companies. Our Cosmos platform was named Best Emerging Technology in the 2021 SC Media Awards and our offerings are consistently ranked as world class in customer experience surveys. For more than 16 years, we’ve been contributing and giving back to the security community. We’ve published more than 16 open source tools and 50 security advisories in the last five years alone. Learn more at bishopfox.com or follow us on Twitter.

Given our exceptional growth we are expanding and hiring a Customer Success Manager to join us on this exciting journey. The Customer Success Manager ensures that our clients and Bishop Fox realize value from our products and services. They have an in-depth understanding of the offensive cybersecurity industry and are responsible for managing client satisfaction and increasing customer engagement with Bishop Fox offerings. The CSM works directly with customers, as well as internally across delivery teams, account management, product, and marketing, to advocate for value realization throughout the customer lifecycle.

Responsibilities

Ensure that customers realize value from Bishop Fox services at each touchpoint of the customer experience. Initial objectives include:

• Oversee delivery of Bishop Fox products and services to ensure compliance with contract deliverables and Service Level Objectives
• Provide customer insights based on customer engagement results, YoY trending, industry comparison, and security best practices and provide this information to both customers and to account planning teams for upsell/cross-sell opportunities.
• Participate in both internal and client-facing service and account reviews, guiding and representing customer value objectives.
• Drive and participate in go-to-green planning on customer accounts across Bishop Fox delivery, product, and Sales teams.
• Contribute to improvement of products and/or services by providing feedback to internal teams as well as customer-facing responses to repeat questions.

Mature the customer success function in line with the strategic roadmap of the program, including the following initial objectives:

• Drive the process for renewals on select repeat program work.
• Report internally on customer satisfaction metrics, including NPS scores and feedback.

Requirements

• Deeply understands customer security business goals, environment, pain points and operational maturity, as well as their ultimate desired outcome
• Navigates difficult client situations with expert negotiation skills and a client service-mentality
• 2+ years’ experience as a Customer Success Manager or related role
• Preference given to information security/cybersecurity industry experience.

Bishop Fox has always allowed its employees to work remotely, and this role could work anywhere in the United States. Equity is offered to all employees and starts vesting on the first day. You also have the opportunity to earn additional equity. Our comprehensive benefits program is tailored to meet your needs at an affordable price.

We embrace diversity and an inclusive culture. We value our employees and who they are, which fosters a powerful and collective talent base to successfully serve our clients and the security community with unparalleled expertise. Bishop Fox is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. All new hires must pass a background check as a condition of employment.

Interested? Apply today!