Customer Success Manager

Contrast Security Named One of the Hottest Cybersecurity Companies in the 2024 Citizens JMP Securities LLC Cyber 66 Report Contrast recognized for its innovation in Runtime Security

Contrast Security is the world’s leading provider of security technology that enables software applications to protect themselves against cyberattacks, heralding the new era of self-protecting software. Contrast's patented deep security instrumentation is the breakthrough technology that enables highly accurate assessment and always-on protection of an entire application portfolio without disruptive scanning or expensive security experts. Only Contrast has sensors that work actively inside applications to uncover vulnerabilities, prevent data breaches, and secure the entire enterprise from development to operations to production.

About the Position

As a Customer Success Manager, you will be responsible for the overall success of our scale portfolio of customers.  You will lead customers' value realization journeys, coordinating a cross-functional team that spans Sales, Services, Support, Engineering, Product Management, and others.  To become a trusted advisor, you must become a subject-matter expert on Contrast's products, use cases, and application security best practices.

Responsibilities

• Operational Excellence: Follow the Scale practices and strategy for each customer based on customer needs and product satisfaction.  Ensure smooth handoffs from sales to onboarding and from onboarding to business outcomes, adhere to processes and procedures laid down, and maintain data integrity in recording systems
• Customer Intimacy: Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of Contrast's products and potential growth.  Cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership and become an expert on your customers' deployment of Contrast
• Customer Outcomes: Facilitate the setting of business outcomes and measurable objectives with the customer
• Onboarding: Deliver and communicate Contrast value to the initial application teams supporting the initial value goals
• Adoption: Ensure customers are adopting Contrast and receiving the anticipated results and value and help customers evangelize and roll out Contrast throughout their organization
• Advise: Share best practices and recommend solutions to meet changing customer requirements and emergent problems
• Monitor: Regularly review adoption and usage trends and work closely with customer and Contrast teams to address adoption blockers
• Escalation Management: Liaise with Engineering, Product Management, and Sales to quickly remedy accounts in red status
• Advocacy: Develop and maintain Contrast advocates for references, case studies, etc., and bring intelligent product feedback and recommendations from customers back to the Contrast Product team
• Prioritization: Juggling multiple accounts and activities simultaneously with attention to detail
• Knowledge: Remain up to date on Contrast product features and developed use cases to drive customers to best practice standards
• Cross-Functional Support: Partner with renewal and sales specialists to help ensure renewal and expansion opportunities are identified and closed successfully
• Collaboration: Contribute to the development of industry-leading processes and best practices for delivering application security to scale customers

Qualifications

• 5+ years of experience working as a CSM at a B2B SaaS company
• 5+  years of experience working with complex application security technology products and/or continuous integration environments
• 3+ years of experience working on SMB/Scale accounts (with ASP <$100k) with demonstrated experience in managing different (multiple) accounts at different stages in the customer life cycle
• Knowledge of CI tools such as Jenkins
• Solid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOps
• High prioritization skills and process orientation
• Knowledge of application security and application security vulnerabilities and an understanding of the security market preferred
• Background in multiple disciplines is a plus: sales engineering, business consulting, project/program management, business operations, software development and deployment
• Demonstrated exceptional customer focus and bias for action, as well as the ability to translate customer business issues and goals and issues into actionable plans and solutions
• Demonstrated ability to adapt to new technologies and learn quickly
• Exceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, create content for documentation deliverables
• Demonstrated experience with these types of engagements with customers: Executive business reviews Training Creating structured programs to drive adoption Creating and executing against success/project plans Positive engagement based on insights from data Influence change in organizations- Comfortable in a fast-paced environment
• Process-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goal
• At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
• Exercises listening and taking a thoughtful approach to address customer pain points
• Ability to take initiative and adapt
• A bachelor's degree or significant relevant business experience is required. Business or technical degree preferred

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.