Senior Customer Success Manager, Polarity

ThreatConnect is seeking a Senior Customer Success Manager (CSM) for its Polarity product. This role involves providing solutions-based support to key enterprise customers, driving engagement, and measuring customer metrics. The CSM will partner with sales for renewals and expansion, work cross-functionally with product teams, and manage customer account portfolios. The ideal candidate will be customer-focused, a problem-solver, collaborative, and a natural leader with a passion for customer success, ensuring customers maximize value from threat intelligence and security operations solutions.

Must Have

• Think of the user first and advocate for multiple customers
• Enjoy interfacing with customers and ensuring executive teams understand ThreatConnect's value
• Love solving problems and developing new ways for applications to work together
• Be collaborative and a team player, putting team interests first
• Display a positive attitude, be open, and enjoy contributing
• Be a natural leader, encouraging and mentoring others
• Possess a passion for Customer Success and its impact
• Thorough knowledge and proven history of demonstrated customer success behaviour
• 7+ years of experience in a similar role
• Ability to have a deep technical understanding of cybersecurity products and communicate it
• Excellent knowledge of security solutions: Linux, network architecture, firewalls, proxy, anti-virus, malware
• Strong communication and presentation skills across all organizational levels
• Ability to manage self and others through innovative processes and effective decision-making
• Ability to travel for the role when needed

Good to Have

• Consultative background

Perks & Benefits

• Competitive benefits package
• Comprehensive insurance coverage
• Paid time off
• Unique perks designed to help meet financial and personal goals
• Quarterly awards
• Employee bonus program
• Employee referral program
• Team-building outings

Company Background

Founded in 2019, Polarity serves more than 60 large enterprise customers across industries, including financial services, government, and technology. Like ThreatConnect, its users are in cyber threat intelligence, security operations, threat hunting, and incident response teams. More than a dozen enterprise customers already use the technologies together and have seen the multiplicative value.

Polarity streamlines security analyst workflow, allowing them to dramatically improve the efficiency of their threat detection and response efforts without switching context or leaving their pane of glass by bringing contextual data from more than 200 sources of security alerts, logs, threat intelligence indicators, and incidents.

We offer a competitive benefits package with comprehensive insurance coverage, paid time off, and unique perks designed to help you meet your financial and personal goals. We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and share in our success. We love to recognize our employees who have gone above and beyond and offer incentives like quarterly awards, an employee bonus and referral program, and team-building outings.

Job Description

We’re seeking a Senior Customer Success Manager (CSM) who can hit the ground running in a fast-paced, rapidly evolving environment. The position will report to the Director of Customer Success and will provide solutions-based support to the company’s most important customers. The right candidate will bring deep expertise in the customer journey and related technologies, as well as proven knowledge of deployments to drive mutual success.

CSMs are key in ThreatConnect’s customer support organization, with advanced problem-solving, account management, and customer interaction skills. CSMs are the driving force that empowers customers to become powerful players in threat intelligence, intelligence-powered security operations (IPSO), and risk quantification spaces.

About You

• You think of the user first. This is a customer-facing role that sets you as the advocate for multiple customers. You enjoy interfacing with customers and making sure executive teams understand the value ThreatConnect brings to their organization.
• You love solving problems. Helping customers develop new and exciting ways for the various applications in their environment to work together, even when out-of-the-box solutions aren’t present.
• You are collaborative. You're a team player who puts the interest of the team above your own. You display a positive attitude, are open, and enjoy contributing.
• You’re a natural leader. No matter where you find yourself, others tend to gather around you, leading to encouragement and mentoring.
• Customer Success is your passion. It doesn’t just provide a paycheck, you are genuinely interested in what you do and the impact that it has on others.

In this role, you’ll get to…

• Contribute towards Customer Success Plans
• Measure customer metrics
• Drive high levels of customer engagement
• Assist customers with their challenges when they arise
• Partner with Sales to track renewals, build value, and expand contracts within the customer base
• Work cross-functionally with the sales and product teams to communicate customer needs
• Develop and drive customer success outcomes
• Manage customer account portfolios

In the first month, we’ll expect you to…

• Be proactive in learning the Polarity product
• Have time management skills that would allow you to complete tasks without manager oversight
• Understand why customers choose ThreatConnect and the value proposition

At 3 months we’ll expect you to…

• Know the Polarity product and be able to work with customers on integration use-cases and run customer calls
• Understand the Polarity product at an executive and analyst level
• Drive enterprise customer lifecycle journeys as an assigned CSM

At 6 months we’ll expect you to…

• Continue developing your skills in order to provide value to customer organizations
• Take additional ownership of key Polarity accounts from a customer success perspective
• Deliver business reviews to customer stakeholders
• Drive time to value for enterprise customer onboardings

At 12 months we’ll expect you to…

• Be self-sufficient and have the ability to handle any tasks that are presented in your day-to-day interactions with customers
• Successfully drive value plans for customers, leading to revenue retention and growth

Required Qualifications

• Thorough knowledge and proven history of demonstrated customer success behaviour
• 7+ years of experience in a similar role
• Ability to have a deep technical understanding of cybersecurity products and communicate that technical understanding in discussions with customers
• Excellent knowledge of a wide variety of security solutions and technologies, including Linux, network architecture, implementation, and configuration, firewall technologies, proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), malware/security experience
• Strong communication skills that can translate across all levels of a customer's organizational hierarchy. This includes presentation skills for technical as well as business-driven initiatives
• Ability to manage yourself and others through innovative processes, making effective decisions to ensure success
• Ability to travel for the role when needed

Desired Qualifications

• Consultative background