Customer Success Manager (Pacific Time)

Blumira is the security operations platform built for growing teams and partners supporting them, integrating comprehensive visibility, tools, and expert guidance to give IT and security teams peace of mind from knowing they never have to go it alone. Every business needs strong security and deserves tools built for them, not just the largest enterprises. In helping them, we help their customers, and, overall, make the Internet a safer place.
Our team is passionate about putting resilience in reach for every organization and team, keeping the business running smoothly and helping teams build their own expertise through daily security practice. To realize our vision, we're looking for inquisitive and driven teammates, like you! Be part of a friendly and supportive team that embraces who you are and offers you the opportunity to help build and scale the Ann Arbor tech security scene and to learn and grow with experienced SaaS security leaders. You will have the ability to make a big impact in the initial build of Blumira’s CX organization and take Blumira to the next level!

We are seeking a Customer Success Manager (CSM) to proactively guide Blumira customers toward long-term success with our cybersecurity platform. This role combines strong relationship-building skills with technical acumen to ensure a best-in-class customer experience that empowers our customers to build operational resilience into their organizations. Working collaboratively with colleagues throughout the organization, you'll train customers on our product, help them achieve their security goals, and foster deep product adoption that aligns with their business objectives — all while building lasting relationships that inspire customer loyalty.

As a CSM, you will work with other team members to proactively set up customers for long-term success with Blumira. You’ll achieve this by doing the following:

• Collaborating with Sales, Solutions Architects, and Security Operations & Support to ensure that customers transition smoothly from the trial phase through the implementation phase and into ongoing training and support
• Understanding what customers hope to achieve by using Blumira and then training them on the product in such a way that they’re set up to achieve their goals
• Providing customers with the best possible interactions with Blumira, from scheduling their initial onboarding session, to checking in with them throughout the year, and sharing their product feedback
• Training our customers and helping them deepen their security expertise and improve their security posture
• Nurturing customers throughout their lifecycle to help them further adopt our product and leverage it in accordance with their business goals
• Developing a relationship with customers that inspires them to become Blumira loyalists
• Meticulously documenting interactions with customers to ensure that we never miss an opportunity to wow them with our efficiency, accuracy, and expertise
• Contributing to team process improvement and documentation

• 3+ years of experience in Customer Experience
• Strong training/teaching skills
• Excellent customer service and communication skills, including the ability to tailor your communication to meet the needs of a variety of personality types
• Experience in cybersecurity
• Experience using CS tools (e.g., Totango, Vitally, ChurnZero, Gainsight)
• Strong organizational skills (we love a Type A personality!)
• Ability to self motivate and self educate while remaining collaborative and open to feedback

• Startup experience
• Managed Service Provider (MSP) experience

• Must currently reside in the US Pacific Time Zone

• Competitive compensation and stock equity plan
• Unlimited PTO
• A flexible work environment that supports working from home
• Comprehensive benefits package that includes medical, dental, vision, and life insurance, as well as a company sponsored pre-tax retirement savings program
  

Salary: $90,000 - $115,000

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

This position requires prolonged periods of sitting at a desk and working on a computer.

This position may require occasional travel. The frequency and duration of travel will vary depending on business needs.

Blumira is an inclusive employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.