Senior Customer Success Manager, SAARC Intelligence Services

With 1,000 intelligence professionals, over $300M in sales, and serving over 1,800 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

As a Sr. Customer Success Manager, you will be joining a fast-paced and high-growth team delivering innovative cyber threat intelligence services and solutions that protect our customers. You will maintain a rapidly growing client portfolio and ensure our users get the most value out of our products and services. You’ll be responsible for driving product usage and adoption, as well as facilitating account growth/retention via tailored success plans. You’ll leverage your prior experience in customer success and cyber security to foster successful and long term client relationships with Recorded Future. Don’t miss your opportunity to become a Futurist! 

Recorded Future’s Intelligence Services mission is to partner with our clients to deliver successful security outcomes and business value from our solutions and services. Your days will be spent working closely with our clients to ensure that they are effectively using our intelligence cloud and services to positively impact a range of security functions including security operations, incident response, threat research, vulnerability management, risk, and geopolitical / physical threat teams. 

What You’ll Do:

• Act as the primary point of contact for customer security teams including SOC, CTI, IR, GRC, Fraud, and more
• Drive product adoption across a diverse portfolio of the company’s clients across APJ
• Execute our client engagement strategy by delivering comprehensive Success Plans
• Manage and answer inquiries about our Intelligence Cloud, API/Integrations, and other services
• Identify, assess, and escalate account risk factors and orchestrate remediation efforts
• Work closely across the Intelligence Services Department and other teams — Onboarding, Training, Support, Operations — to construct and scale solutions across customer businesses
• Learn our platform, stay current on cybersecurity events, and build deep familiarity with the various customer security functions where we deliver value 
• Regularly capture and internally share your customers’ experience with Recorded Future
• Be ultimately accountable for the overall health of each customer by ensuring high rates of customer adoption, growth, and retention
• Providing assistance and support to customers in additional Asia Pacific regions beyond India

What You’ll Bring to the Team:

Knowledge:

• Demonstrated experience in Customer Success and enablement principles
• Strong understanding of Cyber/Information Security fundamentals
• Familiarity with Project Management processes, strategies, and methods

Competencies:

• Passion and drive for making customers happy and successful 
• Positive, collaborative, and energetic attitude with a strong desire to make an impact
• Polished and professional approach for delivering customer engagements
• Proven history of successfully managing multiple, often competing priorities simultaneously
• Experience designing and executing communications and/or customer success programs
• Demonstrated ability to communicate, present and influence to convey complex concepts at all levels of the organization internally and externally with the client personnel–from an analyst up to the CISO 
• Demonstrated passion for cyber security and intelligence

Requirements:

• Bachelor’s degree or 3+ years of relevant Customer Success and SaaS work experience
• Exemplary interpersonal skills with ability to work cross functionally and with a proactive approach to client engagement

#LI-remote

Why should you join Recorded Future?
Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.

Want more info? 
Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence
Instagram & Twitter: What’s happening at Recorded Future
The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field
Timeline: History of Recorded Future
Recognition: Check out our awards and announcements

We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles.  By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.

If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com 

Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.

Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions.

Notice to Agency and Search Firm Representatives:
Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes.

Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.