Manager of Customer Success, SMB

Who We Are: 

Invicti is an application security leader protecting over 3,500 organizations worldwide through our DAST-first Application Security Platform. Our flagship products, Invicti and Acunetix, enable security and development teams to continuously secure web applications through proprietary proof-based scanning and predictive risk scoring

Who You Are:

You will report to the Director of Customer Success and you will be responsible for Customer Success Managers building and maintaining a strong workforce. You will need to make sure your team builds relationships with key stakeholders, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. As Team Manager, your responsibility will be to make sure your team aims to expand their customers’ adoption, retention, and ultimately, success.

What You’ll Be Doing:

• Professionally coordinate activities of your team of Customer Success Managers to build customer relationships with a portfolio of assigned accounts.
• Answer the team’s queries and provide guidance in relation to day-to-day operations, processes, and business systems.
• Make sure your team meets and exceeds customer retention goals and ensure consistently high retention rates.
• Build and maintain strong, trusted working relationships with each member of the team.
• Gain a thorough understanding of the team’s time management and how they are handling their regions and clients.
• Develop and execute retention plans for customers who may be at risk.
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
• Gain and maintain expert knowledge of Invicti’s products and services.
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.
• Manage contract-related inquiries, questions, and issues from clients and other departments.
• Liaise with other team managers to make sure that Invicti’s clients are getting the best service possible.

What will you bring to the table?

• 4+ years proven success in Customer Success or Account Management role, ideally from an IT or SaaS company.
• Must have at least 1 Years’ Experience of managing a team, leading from the front. Excellent communication and relationship management skills.
• Generating reports on a regular basis for your team, with revenue forecasting a necessity.
• Experience with account portfolio planning, management, and prioritization.
• High attention to detail and willingness to get “in the weeds” to fix a problem.
• Knowledge of customer success best practices.

Why Invicti?

Your Health & Wellness Matters:

• Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care and dental premium costs. For dependents, we contribute 100% of the health care and 50% dental premium cost
• VDU testing: Upon joining us, we will provide for free a one time Visual Display Unit testing to ensure you can work as comfortable as possible
• Employee Assistance Program: Emotional Support Counseling services 24/7. Life Coaching, Dependent Care, Elder Care,Financial & Legal Support, Wellness Coaching, New Parent Support and more
• Family Leave: 16 week paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent

We Value Adult/ Life Balance:

• Excellent working Options: Work from home or join us in our Malta Office, whichever works best for you!
• Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
• Volunteerism Time Off: 5 days of paid time off each year to participate in the volunteer activities of your choice
• Paid Birthday Off: Take your birthday off to celebrate you!
• Mobile Allowance Benefit: This allowance will be provided to ensure you have support for work-related communication and tasks

We Value You:

• Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth

"At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry."