Malwarebytes is hiring a

Customer Success Manager

Santa Clara, United States

Who We Are:

Malwarebytes is the next-gen cybersecurity company that millions worldwide trust. Malwarebytes proactively protects people and businesses against dangerous threats such as malware, ransomware, and exploits that escape detection by traditional antivirus solutions. The company’s flagship product combines advanced heuristic threat detection with signatureless technologies to detect and stop a cyberattack before damage occurs. More than 10,000 businesses worldwide use, trust, and recommend Malwarebytes. Founded in 2008, the company is headquartered in California, with offices in Europe and Asia, and a global team of threat researchers and security experts.

We’ve created a fantastic culture that our employees love and were recently named in the top 10 of Fortune Magazine’s “Great Place to Work” list.  We’re growing fast and are looking for some great people to join us. 

 

 

Who We Need:

 

As Malwarebytes continues to expand our product and client base, Customer Success is critical to the long-term success and growth of the business. Customer Success Manager superheroes are responsible for cultivating a genuine appreciation and deep-seated satisfaction in the value that our solutions and services deliver. At all points along the customer journey, we confirm our clients have made the right decision by investing in Malwarebytes’ solutions. Ultimately, our Customer Success Malwarenaut mission is centered on retention, growth, loyalty and advocacy.

 

 

What You’ll Do:

 

Customer Success Managers at Malwarebytes ensure maximum value is delivered to their client portfolio by:

  • Educating our clients on our solutions and feature sets
  • Driving onboarding and scaled adoption
  • Quantifying return on investment
  • Sharing best practices
  • Serving as primary escalation point to resolve barriers to success
  • Identifying and referring opportunities for expansion to our Sales Team

In doing so, we:

  • Act as primary point of customer contact, driving day-to-day customer engagement, adoption and fielding customer escalations as a trusted advisor
  • Provide technical training, product education and support
  • Build a strong working knowledge of Malwarebytes solutions and deep familiarity with client’s ecosystems, business challenges, and key performance indicators
  • Build relationships at multiple levels of the customer organization
  • Prepare and run regular customer meetings, including tactical check-ins and strategic business reviews
  • Advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with Sales, Support, Product Management, and Engineering
  • Provide monthly reporting to senior management on assigned customer activity

 

 

Skills You’ll Need to Have:

 

Customer Success Managers should be:

  • Great Listeners & Communicators - actively listening to customers to collect feedback about their experience, usage, and solution ideas
  • Team Players - developing excellent working relationships across internal stakeholders/partners
  • Problem Solvers - quickly and clearly identify issues and proactively determine the next steps for resolution
  • Customer-Centric - without fail, put customers needs first

Your Experience Should Include:

  • 2-4 years of previous experience as a Customer Success Manager for a technical SaaS company is required
  • Experience with IT Networking or Cyber Security SaaS solutions is highly desired
  • Proven experience as an overachiever with a complex and mature client portfolio
  • Ability to work in a fast-paced environment 

Travel:

  • Some travel will be required

 

 

 What We Offer:

 

  • An opportunity to do something great for yourself and the world
  • A great work environment that supports growth and development
  • Competitive compensation and benefit packages
  • 401(k) matching program
  • Open time off policy
  • Stocked kitchen with healthy (and some unhealthy) drinks, snacks, fruit and lunch options
  • A company who enjoys having fun; holiday and summer parties, sporting events and lots of other great stuff

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