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Customer Success Manager at Red Canary, Remote (Global)

Your mission is to empower our customers to continuously improve their security outcomes, so that they can make their greatest impact.  When our customers succeed, we succeed. A commercial CSM is responsible for driving customer satisfaction, retention, and growth by building strong relationships, ensuring product adoption and providing ongoing support. They act as a trusted advisor, helping customers achieve their cybersecurity goals and maximize the value of their investment. You will develop great relationships, and help customers unlock the power of Red Canary.

What You’ll Do

• Provide coaching and guidance to customers throughout their Red Canary experience.
• Manage renewals and identify opportunities for expansion within the customer portfolio.
• Cultivate strong customer relationships and proactively enhance their overall experience.
• Conduct executive business reviews to drive value realization and customer retention.
• Collaborate with Technical and Sales teams to align customer goals and maximize product/service utilization.
• Develop strong product knowledge and expertise, be able to respond to customer questions and can understand and simplify complex technical information.
• Prioritize and manage a large portfolio  of commercial customers (60-75) effectively, ensuring both success and strong relationships.
• Deliver against quarterly OKRs and KPI targets
• Process customer inquiries and tickets in Salesforce and Zendesk, ensuring timely resolution and accurate tracking of issues.

What You’ll Bring

• 2+  years of experience in an Account Management or Customer Success position at a SaaS company.
• 1+  years of experience working with Salesforce and Zendesk.
• 1 +  years of experience in cybersecurity is preferred
• Excellent oral and written communication skills, specifically with escalated customers
• Able to clearly communicate sophisticated solutions in an easy to understand manner
• Strong ability to prioritize tasks and issues using sound data and metrics. Tech touch experience is a plus.
• Previous experience owning the renewal process and identifying opportunities for account expansion within assigned commercial customer portfolio
• Able to manage customers and make recommendations to improve the customer’s security outcomes

Total estimated on-target earnings for this role is $97,852- $112,000.

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way.

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:

https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2025BenefitsSummary.pdf?version=0