Sr. 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 Senior Customer Success Manager, you will be responsible for the overall success of a portfolio of our customers. You will lead clients’ 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. In this role, you will be one of our client's primary points of contact, working hand-in-hand with technical staff and executives to improve our products' performance, reliability, and business value. You will also act as the customer's voice within Contrast to escalate problems and drive prioritization of business needs for our customers. Your success in this role means higher customer satisfaction, retention, and expansion of Contrast business. We guarantee there will always be an exciting moment while working at Contrast.

Responsibilities

• Drive Customer Value: engender a positive Experience for the customer, support their Transformation to meet objectives and seek full Engagement across their organization
• Customer Outcomes: facilitate the setting of business outcomes and measurable objectives with the customer
• Customer Intimacy: 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.
• 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; 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
• Success Planning: define and maintain success plans for customers that continue to outline the desired business outcomes, metrics for success (KPIs), potential issues, and action plans
• Contrast Business Reviews: communicate Contrast results and value; align on new objectives and plan going forward
• 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
• Project Management: Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders takes place
• Prioritization: juggling multiple accounts and activities simultaneously with attention to detail
• Operational Excellence: ensure smooth handoffs from sales to on-boarding and from on-boarding to business outcomes, adhere to processes and procedures laid down and maintain data integrity in recording systems
• 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

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
• Solid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOps
• Knowledge of CI tools such as Jenkins
• 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,
• 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
• Be mobile and be able to travel to client locations as needed
• Experience working on enterprise accounts (with ASP in the $100k+ range)
• Experience working closely with VP+ level executives at customers
• Experience with these types of engagements with customers: Executive business reviews Training Creating structured programs to drive adoption at low-usage accounts Creating & executing against a Success Plan/Project Plan Proactive engagement based on insights from data Influencing change in complex organizations- Comfortable in a fast-paced environment; does not get stressed easily
• 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
• 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.