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Customer Success Manager

Cynerio

Cynerio

Administration
United States
Posted on Thursday, November 23, 2023

Customer Success Manager

  • Customer Success
  • United States
  • Senior
  • Full-time

Description

Cynerio is a growing Scaleup in the Healthcare IoT cybersecurity field. We are on a mission to empower healthcare facilities with the control, foresight, and adaptability they need to proactively manage every connection - from medical and IoT devices to OT systems - on their own terms. We equip hospitals with the means to accomplish real security while continuing to ensure patient safety, data confidentiality, and service continuity.

Our Customer Success Manager will partner closely with customers to determine their business needs and challenges to ensure Cynerio products are deployed successfully and are driving business value. This role is part mentor, consultant, project manager and product specialist, focusing on assisting our customers to add value and be successful with Cynerio.

As a Customer Success Manager (CSM), you are a critical part of the Customer Success Organization reporting to the Global Head of Customer Success. Your role will be directly tied to value generation for our customers, by helping them develop the right strategy to onboard, adopt, and successfully utilize Cynerio's products to achieve their desired outcomes. The results of a CSM's efforts should lead to healthy, adopted, referenceable customers that achieved value-based outcomes and are eager to expand their use of Cynerio across their organization.

You Will:

  • Partner and establish trusted advisor close relationships with customers’ technical and management teams to determine their business needs and challenges to ensure Cynerio products are deployed successfully and are driving business value.
  • Drive adoption and customer usage of our product to ensure that all customers are wildly successful with Cynerio's solutions and increase upsell and renewals rates.
  • Assume ownership for the accounts throughout the customer journey host Executive Business Reviews (EBR’s) with customers to ensure consistent touch with Executive Sponsors, Champions, and other key stakeholders within the portfolio.
  • Mentor, consultant, act as a project manager and product specialist, focus on assisting our customers.
  • Drive higher customer satisfaction across your portfolio according to defined KPIs with the customer and receive customer references, case studies and referrals
  • Develop cross-functional knowledge that spans IT Security, Network Security, Network Services, IT Operations, Infrastructure, IoMT and IoT best practices.
  • Partner with all teams within Cynerio (Sales, Professional Services, Support, Product Management, Engineering etc) to drive a strategic roadmap for your customers
  • Work with Cynerio’s channel partners to deliver value utilizing Cynerio’s solution
  • Identify product or feature gaps, coordinate responses and timelines with the Cynerio product team and successfully position delivery within the project.
  • Advise and consult on best-practices, lessons learned, and strategies that will provide maximum benefit to our customers as they adopt our medical device and IoT security solutions.

Requirements

You Have:

  • At least 7 years of experience in account management, customer success, or a similar position in an enterprise software company, preferred focus on network security, system integrator or/and renowned security partner company.
  • Must have a track record of working with Strategic & Enterprise level customers.
  • Strong consulting and project management skills with proven results working as a reliable advisor to drive business value for customers.
  • Passionate about driving and tracking consistent engagement processes with customers, highly data-driven with a dedication to following the process.
  • Strong computer, written and interpersonal communications and presentation skills.
  • Ability to respond well to a change in a dynamic, fast changing company and ability to work in environments with high levels of ambiguity.
  • Experience with Salesforce.com will be an added advantage and desirable.
  • Should be open to travel if required both for customer meetings and company requirements.

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