Compensation: $50,000 - $75,000/year

About the Role

Virtru is looking for a Customer Success Manager to own our large book of SMB customers.  This new role will be responsible for managing a large pool of small accounts (thousands of accounts). To do this successfully, you will need to be a great CSM, but also have proven experience driving operational improvements and running 1-to-many campaigns to augment your 1to1 efforts. 

This role is 70% customer success, 20% marketing, and 10% operations. 

Responsibilities include:

Own our downmarket onboarding process. This will include training new customers on Virtru’s products in 1to1 trainings and group webinars.  Manage and run renewals for strategically important customers.  Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews.  Conceive, create and execute 1toMany campaigns designed to tee up 1to1 conversations that increase engagement, drive usage, and minimize risk.  Build processes and experiences that drive efficiency and prevent the need for a human touch. This will include owning our down market email drip campaigns.  Track and analyze customer usage and engagement to identify opportunities to deliver value across the base and fuel campaign creation. Identify expansion and cross-sell opportunities for our Sales team. Generate invoices and jump in to assist our Accounting team with collections for overdue and delinquent accounts. Create your own processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model.  Jump in to handle any other outlier scenarios across the base.

 

About You

2+ years experience working with customers (ideally as CSM, Account Manager or Sales Rep) At least 2+ years of experience supporting technical products, applications and/or environments. Proven experience running 1toMany campaigns across a large set of customers. Proven experience driving efficiency via operational improvements Experience running training calls and webinars Ability to interact with both technical and non-technical staff and customers. Strong technical aptitude and problem-solving skills.  Experience with renewals and/or negotiations.  Positive, customer-oriented attitude. Comfortable working in a fast-paced environment, both independently and in a team.  Exceptional written and verbal communication skills Strong organizational and prioritization skills

 

Extra Credit (Not required but will come in handy!)

Experience working in a pooled CSM model.  Salesforce, Outreach and/or Hubspot Experience