Customer Success Manager

Clearwater, Florida

Who We Are:

 

In our pursuit of a world free of malware, Malwarebytes’ flagship technologies and products protect more than 120 million computers globally while earning an international reputation for rapid response and a high success rate in combating new and existing malicious threats.

Everyday, we help our consumer and enterprise clients don superhero capes and fight the bad guys of cyberspace.

We’ve created a fantastic culture that our employees love and were recently named in the top 10 of Fortune Magazine’s “Great Place to Work” list.   We’re growing fast and are looking for some great people to join us.

 

 

Who We Need:

 

As Malwarebytes continues to expand our product and client base, Customer Success is critical to the long-term success and growth of the business.

Customer Success Manager superheroes are responsible for cultivating a genuine appreciation and deep-seated satisfaction in the value that our solutions and services deliver. At all points along the customer journey, we confirm our clients have made the right decision by investing in Malwarebytes’ solutions.

Ultimately, our Customer Success Malwarenaut mission is centered on retention, growth, loyalty and advocacy.

 

 

What You’ll Do:

 

Customer Success Managers at Malwarebytes ensure maximum value is delivered to their client portfolio by:

  • Educating our clients on our solutions and feature sets
  • Driving onboarding and scaled adoption
  • Quantifying return on investment
  • Sharing best practices
  • Serving as primary escalation point to resolve barriers to success
  • Identifying and referring opportunities for expansion to our Sales Team

In doing so, we:

  • Act as primary point of customer contact, driving day-to-day customer engagement, adoption and fielding customer escalations as a trusted advisor
  • Provide technical training, product education and support
  • Build a strong working knowledge of Malwarebytes solutions and deep familiarity with client’s ecosystems, business challenges, and key performance indicators
  • Build relationships at multiple levels of the customer organization
  • Prepare and run regular customer meetings, including tactical check-ins and strategic business reviews
  • Advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with Sales, Support, Product Management, and Engineering
  • Provide monthly reporting to senior management on assigned customer activity

 

 

Skills You’ll Need to Have:

 

Customer Success Managers should be:

  • Great Listeners & Communicators - actively listening to customers to collect feedback about their experience, usage, and solution ideas
  • Team Players - developing excellent working relationships across internal stakeholders/partners
  • Problem Solvers - quickly and clearly identify issues and proactively determine the next steps for resolution
  • Customer-Centric - without fail, put customers needs first

 

Your Experience Should Include:

  • 2-4 years of previous experience as a Customer Success Manager for a technical SaaS company is required
  • Experience with IT Networking or Cyber Security SaaS solutions is highly desired
  • Proven experience as an overachiever with a complex and mature client portfolio
  • Ability to work in a fast-paced environment

 

Travel:

Some travel will be required

 

 

What We Offer:

 

  • An opportunity to do something great for yourself and the world
    • A great work environment that supports growth and development
    • Competitive compensation and benefit packages
    • 401(k) matching program
    • Open time off policy
    • Stocked kitchen with healthy (and some unhealthy) drinks, snacks, fruit and lunch options
    • A company who enjoys having fun; holiday and summer parties, annual global company offsite, sporting events and lots of other great stuff

 

Apply for Customer Success Manager

Malwarebytes is an equal opportunity employer. Malwarebytes does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. It is Malwarebytes' policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.