Digital Customer Success Manager

At ReversingLabs, we are providing the world’s largest threat intelligence repository to protect software development and power advanced security solutions, keeping the most advanced cybersecurity organizations and Fortune 500 enterprises informed and ahead of the threats. Our software supply chain security and threat intelligence solutions have become essential to advancing enterprise cybersecurity maturity globally.

Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk.

Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs.

You, as the Digital Touch Customer Success Manager  (CSM), will leverage technology and automation to engage with a broad portfolio of customers. Your focus will be on driving customer success through proactive digital touchpoints, ensuring efficient onboarding, product adoption, and long-term satisfaction. Additionally, you will build and nurture meaningful relationships with customers and collaborate closely with other departments within the company to improve the customer journey. This role is essential for scaling customer success operations while maintaining a personal, customer-centric approach. At ReversingLabs, the customer success management team assists in leading our customers to value realization, by tying their business needs to key solutions and services, enabling them to protect their business, and implicitly trust in ReversingLabs as their partner in threat intelligence and software supply chain security.  We are looking for a driven individual who embodies our core values:

1. Act with purpose
2. Impact together
3. Lead with resilience
4. Boldly raises the bar
5. Passion in all we do.

What You Will Do

• Follow digital touch engagement strategy to manage and engage with a broad portfolio of customers via automated email campaigns, knowledge base articles, webinars, and other low-touch initiatives to ensure proactive engagement.
• Partner closely with the Account Management team in building strategic, operational, and tactical contacts across a portfolio of customers.
• Leverage customer success tooling to track customer interactions, monitor customer health, and manage customer success workflows efficiently.
• Regularly analyze customer success metrics to optimize digital touch strategies and customer success workflows.
• Gather insights from digital interactions to improve customer engagement and relay feedback to internal teams to enhance products and services.
• Partner with the Customer Success team in developing new automated workflows for customer engagement.
• Act as a liaison between clients and internal stakeholders, and collaborate with internal cross-functional teams to deliver on customer expectations.
• Partner and collaborate with the Account Management team on risk mitigation, account strategy, including opportunities for upsells. 
• Ability to forecast risk, and how it impacts renewals and upsells on a recurring basis.
• Identify opportunities for growth and expansion within the portfolio, and effectively communicate with your account team.
• Maintaining up-to-date knowledge of industry trends and best practices.
• Other duties as assigned 

What We Are Looking For

• 3+ years of professional experience, including at least 2 years of experience in Customer Success, Account Management, or related GTM roles in the security or technology industry.
• General understanding of cybersecurity concepts, trends, and solutions.
• Ability to quickly understand security products and services and explain them to customers in simple terms.
• Comfortable working in a fast-paced environment with evolving customer needs and industry trends.
• Proven ability to manage multiple accounts and projects simultaneously while maintaining sharp attention to detail.
• Eager to build meaningful relationships with customers to better understand their needs and ensure they feel supported throughout the customer journey.
• A proactive, problem-solving mindset, with attention to detail.
• Ability to leverage digital tools and automation to drive customer engagement and success at scale.
• Passionate about helping customers achieve success and ensuring their satisfaction.
• Ability to work independently and in a team-oriented, collaborative environment. 
• Excellent communication, negotiation, and presentation skills.
• Familiarity with CRM software, and other account management software (e.g., Salesforce, HubSpot).
• Comfortable working in a fast-paced environment with evolving customer needs and industry trends.
• Willingness to travel to customer locations.

Benefits

• Competitive compensation packages (base, bonus and equity)
• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth 
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Pet insurance
• Hospital Indemnity insurance and Accident  insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment

ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Award for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products.

Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer. Applicants only - Recruiting agencies do not contact.