Senior Customer Success Manager

Description

Legit Security is a cyber security company offering a SaaS-based solution that protects an organization's software supply chain from attack. The team at Legit Security is on a mission to protect companies from this rapidly growing threat so that businesses can stay secure while releasing their software fast.

The role is hybrid with the expectation of working in our Boston office 2-3 days per week. Our office is located near South Station.

As a Senior Customer Success Manager, you will play a crucial role in ensuring customer satisfaction and success by: 

• Serving as the primary contact to a subset of our enterprise customers. 
• Provide 1st level technical expert on the Legit ASPM Platform, demonstrating in-depth knowledge and expertise to existing customers.  
• Establish yourself as a trusted advisor and provide advice on platform adoption and best practices.  
• Assist in effective onboarding and training processes of our SAAS platform.  
• Gaining a deep understanding of customers' requirements, challenges, and desired business outcomes. 
• Proactively ensuring that customers realize the full value of their investment. You will act as the leader for ongoing engagement and expansion, helping customers achieve their business and technology objectives. 
• Advocating for the customer's voice and feedback, actively influencing Legit's roadmap and product development. 
• Troubleshooting and resolving basic technical issues impacting customers, ensuring smooth operation and seamless experiences. 
• Documenting and sharing best practices both internally and externally to foster knowledge sharing and continuous improvement. 
• Mentoring other team members, sharing your expertise and assisting in their professional development. 
• Conducting Quarterly Business Reviews with customers, evaluating progress, and identifying areas for further improvement and collaboration. 

Requirements

• 5+ years' experience specifically in any aspect of Application Security. ASPM background bonus. 
• Strong project management and organization skills, enabling you to effectively plan and execute multiple customers simultaneously while maintaining a strong attention to detail.
• A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment. 
• A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention. 
• Prior experience collaborating with Development teams. 
• Proficiency in scripting languages (e.g., Python or equivalent), and hands-on experience with cloud environments and bonus. 
• Experience with programming or scripting languages and familiarity with APIs and web services.
• Prior experience working in a technology company in a technical customer-facing role is essential. 
• Demonstrated track record of owning customer relationships, including onboarding, renewal, and expansion. 
• A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty. 
• A clear and concise verbal and written communicator, capable of conveying complex information effectively. 
• Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise.