Senior Customer Success Manager (Remote)

Company: Deepwatch
Location: Nashville
Posted on: June 25, 2022

Job Description:

Job TypeFull-timeDescriptionCome join Deepwatch's team of world-class cybersecurity professionals and the brightest minds in the industry. If you're ready to challenge yourself with work that matters, then this is the place for you. We're redefining cybersecurity as one of the fastest growing companies in the U.S. - and we have a blast doing it!Who We AreDeepwatch is the leader in managed security services, protecting organizations from ever-increasing cyber threats 24/7/365. Powered by Deepwatch's cloud-based security operations platform, Deepwatch provides the industry's fastest, most comprehensive detection and automated response to cyber threats together with tailored guidance from dedicated experts to mitigate risk and measurably improve security posture. Hundreds of organizations, from Fortune 100 to mid-sized enterprises, trust Deepwatch to protect their business.Deepwatch recognition includes:

• Forbes America's Best Startup Employers 2022
• Great Place to Work - Certified 2022
• Cybersecurity Excellence Award for MDR 2022
• Forrester: Top 10 MDR
• Goldman Sachs portfolio company: $53m Series B investment 2020Position SummarySenior Customer Success Managers at Deepwatch are elite level positions that work with assigned customers to ensure they receive the tools and support needed to improve their security posture. Senior Customer Service Managers have in-depth understanding of the customer's needs and communicate customer behaviors to our operations teams, sales teams, and channel partners. You will be responsible for driving customer engagement and report directly to the Director of Customer Success who leads daily customer operations.Position Responsibilities
  • Be the voice of the customer to Deepwatch
  • Be the voice of Deepwatch to the customer
  • Be the customer's trusted security advisor and primary point of contact
  • Develop and manage customer portfolio
  • Capture and manage requests from the customer
  • Work with internal and external stakeholders
  • Drive positive customer engagement
  • Maintain good relationships with the customer while helping improve Deepwatch's service through feedback received
  • Ensure Service Level targets are met
  • Showcase customer's ROI with Deepwatch through various mechanisms - one of which will include Executive Business Reviews
  • Effectively communicate with customers by managing and aligning expectations while holding people accountable
  • Lead customer engagement on service delivery issues
  • Influence process and delivery improvements to ensure customer's success
  • Ensure onboarding to delivery operations handoff occurs smoothly
  • Influence improvements in onboarding process to ensure customer receives value quickly
  • Assist customer regarding how to best utilize Deepwatch services
  • Create promoters and influencers amongst the customer base
  • Encourage upsells and cross-sells
  • Provide alternate solutions to complex security problems
  • Provide security consultation and guidance for internal customers, business units, and executives
  • Provide input to the forecasting of technical needs and solutions for budgeting
  • Ensure the highest amounts of customer satisfaction are included by default and delivered at all times
  • Support Delivery Team and Deepwatch leadership as needed
  • Represent the Deepwatch brand and company to customers, prospects, and vendorsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Required Experience, Skills And Knowledge
    • 4+ years of experience in consultative, advisement, customer successor as a service delivery manager role in cybersecurity operations
    • Security Foundations in key areas: SIEM, EDR, MDR
    • Executive briefing experience with Fortune 500 companies
    • Demonstrated track record of sound decision making, taking ownership and delivering results
    • Desire to delight customers with a positive attitude and high polish
    • Experience managing complex issues, and coordinating solutions across multiple business lines
    • Superior critical thinking and creative problem-solving skills
    • Experience working as part of a small, fast-paced, high capability team and the ability to manage workload even during times of stress or escalated activity
    • Natural inclination to demand rigor in everything you build, even while building fast and adapting plans as we grow
    • Curiosity and ability to learn new technologies, with the ability to figure out the best tools for a given problem
    • Technical understanding of the information security threat landscape (attack vectors and tools, best practices for securing systems and networks, etc.).
    • Experience utilizing mass communication/corporate notification systems and case management systems
    • Expert oral and written communications skills, including a mastery of writing and speaking to technical and non-technical audiences at customers
    • Expert understanding of Emotional Intelligence
    • Experience in a SOC environment
    • Technical understanding of firewall, endpoint, network, threat intel, vulnerability management, and/or SIEM technology
    • Ability to travel 10 - 25% for internal and customer meetingsPreferred Experience, Skills And Knowledge
      • Bachelor's degree or equivalent work experience in Information Technology, Cybersecurity or related discipline
      • Prior experience setting and managing budgets for small and mid-sized teams
      • Knowledge of MITRE ATT&CK framework and/or VERIS FrameworkITAR ComplianceThis position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:
        • A citizen of the U.S.
        • A lawful permanent resident of the United States
        • A person admitted to the United States as a refugee
        • A person that has been granted asylum by the United States governmentThe intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.Colorado* Candidates:For applicants in Colorado, the salary range for this role is $120,000 to $150,000 + bonus + commissions + stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.
          • Note: Disclosure as required by sb19-085 (8-5-20).What We Offer:Deepwatch is excited to provide benefits designed to support team members and their families. Including:
            • Medical, dental, vision, and disability insurance
            • Paid time off, holidays, and family leave
            • 401(K) retirement program with employer match
            • Unique professional development benefits, starting at $3,000 annually
            • Learn more here: https://www.deepwatch.com/careers/#benefitsWe know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.Deepwatch welcomes and encourages applications from people with disabilities and accommodations are available on request for candidates taking part in all aspects of the selection process. Please inform your recruiter or contact recruiting@deepwatch.com for further information.All Deepwatch employees are expected to:
              • Be interested in and able to work remotely from a home office when not at a corporate office
              • Pass a pre-employment background and drug screen in accordance with applicable lawsEqual Opportunity EmployerDeepwatch is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.By submitting your application, you agree that Deepwatch may collect your personal data for recruiting, global organization planning, and related purposes. The Deepwatch Privacy Policy explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Deepwatch's use of your personal information.

Keywords: Deepwatch, Nashville , Senior Customer Success Manager (Remote), Executive , Nashville, Tennessee