Job Description

Compensation: $875,000 PHP (10% performance bonus)

About the Role

Virtru is looking for a Customer Success Manager to join our SMB Customer Success team. This new role will be responsible for managing a large pool of small accounts. You will be responsible for owning a large book of accounts and help drive maximum value from and impact across the book.

To succeed in this role, you’ll need to be comfortable learning new technologies and communicating successfully with a wide range of customer personas. You’ll need to take customer success processes from other parts of our business and find ways to apply them at scale across a large customer base (thousands of accounts).

Responsibilities include:

• Onboard and train new customers on Virtru’s products in both 1to1 trainings and group webinars.
• Manage and run renewals for strategically important customers.
• Proactively engage low-usage and at-risk customers to stabilize the account.
• Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews.
• Execute 1 to Many campaigns and sequences designed to drive engagement, usage, and customer success at scale (ex. Run re-engagement campaigns for low-usage customers).
• Track and analyze customer usage and engagement to identify opportunities to deliver value across the base.
• Generate invoices, work with our partners, and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
• Help refine processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model.
• Jump in to handle any other outlier scenarios across the base.

About You

• 4+ years experience working in a customer-facing role (support, sales, customer success, account management, etc.)
• At least 2+ years of experience supporting technical products, applications and/or environments.
• Experience running training calls
• Ability to interact with both technical and non-technical staff and customers.
• Strong technical aptitude and problem-solving skills.
• Positive, customer-oriented attitude
• Comfortable working in a fast-paced environment, both independently and in a team.
• Exceptional written and verbal communication skills
• Strong organizational and prioritization skills

Extra Credit (Not required but will come in handy!)

• Experience working in a pooled CSM model.
• Salesforce/Outreach Experience
• Experience with renewals and/or negotiations.

Virtruvian qualities that will set you up for success:

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.