Customer Success Manager

6 months ago

Galway, Ireland TitanHQ Full time

About us

TitanHQ is proud to be Ireland's largest indigenous cybersecurity company, protecting thousands of customers globally. Working at TitanHQ means developing and delivering cutting-edge technologies and innovative solutions to meet the cybersecurity needs of our Direct, Channel and MSP customers. Our award-winning SaaS solutions include spam filtering, DNS filtering, security awareness training (SAT) and anti-phishing software. At TitanHQ our work is guided by our values: Customer First, Tenacity, Reliability, Integrity, Belonging and Energy. Together we are the Customer First TRIBE. We're immensely proud of the fun and inclusive culture that exists at TitanHQ and are committed to fostering an environment where people are given the tools they need to thrive. It's not all work and no play, at TitanHQ we also have a busy calendar of wellness and engagement activities with active employee-led groups including our Sports & Social Club and the Community Champions group. #Jointhetribe

We set up our Customer Success Function in 2020, we have gone from strength to strength increasing customer retention and growing the value of our top accounts. Across the team we currently manage over ~6,000 global accounts with plans to grow even further. We are a collaborative, ambitious, hardworking team with excellent development opportunities.


Customer Success Manager

We are seeking a dynamic and motivated Customer Success Manager to join our tribe. As a Customer Success Manager, you will play a vital role in ensuring our customers' success throughout their journey with TitanHQ. You will be a passionate customer advocate with a proven track record of delivering exceptional experiences, retaining customers, and driving product adoption. You will know how to build strong relationships, how to understand customers' needs and pain points, and be committed to ensuring customers achieve their desired outcomes with our products.

 

Role & Responsibilities:

  • Proactively engage with your MSP and Direct client book of business on a regular basis, creating Customer Success Plans, leveraging various data sources to ensure you can understand your customers' current sentiment, product utilization, goals and objectives ultimately driving them to solid return on investment
  • Stakeholder management - know all and every contact of relevance within an account to ensure a holistic understanding of your clients' decision making process and business objectives
  • Collaborate and facilitate with internal colleagues across Go To Market, Tech Support, Product, Engineering and Marketing to ensure an optimal customer experience at key journey experiences
  • Proactively manage client risk, renewal management, forecasting and associated processes to identify customers at risk and ultimately mitigating churn whilst collaborating with your internal supporting functions
  • Provide industry awareness and enablement to your clients tying back to feature/functionality adoption with the TitanHQ suite of products where relevant and/or aiding cross-sell opportunities
  • Data accuracy and system hygiene across accounts
  • Be the voice of the customer providing insights and feedback to senior stakeholders in Customer Success, Product and Support

 

Expected Experience

  • A proclivity for and love of technology - advantageous with SaaS experience
  • Proven experience in a Customer Success or other related role
  • Proven experience in Customer Success Planning and Account Mapping
  • Business acumen - understanding of client operating models and budget cycles
  • Numerate and results focused
  • Personable with strong relationship building skills
  • Strong problem solving and facilitative skills with a love of finding solutions
  • Structured, self-motivated, organized with the ability to prioritize and work off of own initiative
  • A team player with ability to work across multiple teams and hierarchies
  • Solid presentation skills with confidence across different client personas

 

TitanHQ Benefits

  • Opportunity to have an impact within a Private Equity funded, High Growth Irish Company operating in the cyber security domain, delivering a next generation software as a service platform
  • We encourage contribution and decision-making Ideas are listened to and encouraged. Experts are allowed to make decisions
  • A great emphasis on teamwork, communication and keeping everyone up to date on our progress as a company
  • Join a growing team of strong players with the opportunity to learn and grow your knowledge and career
  • Excellent city centre location, beside Salthill Promenade
  • Competitive compensation
  • Company pension scheme
  • 24 days annual leave
  • Death in Service benefit
  • Income Protection scheme
  • Health insurance 
  • Paid sick leave
  • Active Sports and Social Club with lots of events for the team throughout the year

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