Customer Success Manager
Description
This is a unique opportunity to join a fast-growing cybersecurity company at the forefront of securing AI-driven software development.
Cycode is redefining how organizations secure software in the age of AI-driven development. Our Agentic Development Security Platform helps enterprises secure the entire software development lifecycle, from prompt to runtime, through AI governance, deep contextual analysis, and autonomous security.
Powered by Cycode AI and Maestro, our orchestration engine, we help organizations identify real risks, prioritize actual exposure, and remediate vulnerabilities at AI speed. Trusted by Fortune 500 enterprises worldwide, Cycode is recognized as a market leader in Application Security, Software Supply Chain Security, and ASPM.
Founded in 2019 and backed by leading investors including Insight Partners and YL Ventures, Cycode is building the future of secure AI-native software development.
We are looking for a CSM with a proven track record to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team. In this role, you will work with Fortune 500 companies to manage customer relationships throughout the customer lifecycle while actively driving customer value. Your main goal is to understand customers’ pain points and help them achieve business outcomes, leveraging your experience and Cycode’s capabilities as a leading Agentic Development Security Platform to secure the entire software development lifecycle in the age of AI-driven development. To be successful in this role, you must have experience in software development and/or cybersecurity. You must be able to articulate technology in both technical and non-technical terms. That is, you should be able to have strategic conversations with C-level executives and perform technical deep dives with operational engineers.
Key Responsibilities
- Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
- Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
- Understanding the customer’s pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
- Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
- Align with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
- Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
- Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
- Proactively promote and educate customers on new features and capabilities added to the Cycode platform
- Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle
- Create advocacy and evangelism opportunities for customers
Requirements
- 5+ years of customer success or technical account management experience with enterprise software
- 5+ years of in the software development and/or cyber security industry
- Expertise in project management with experience managing Fortune 500 customers and/or complex projects that have achieved high customer satisfaction
- Experience managing at least $3M in ARR
- Strong technical acumen and high integrity, with experience in cybersecurity preferred
- Excellent interpersonal and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs
- Strong problem-solving skills, with the ability to identify and address client needs
- Team player ready to help others
- Self-starter with intellectual curiosity
- Familiarity with Application Security (AppSec) concepts
- Familiarity with SCM tools like GitHub, GitLab, Bitbucket
- Familiarity with modern scripting and programming languages - advantage
- Experience working with Planhat as CSM CRM - advantage
- Working proficiency with Kubernetes - advantage