Sr. Manager of Customer Success

Sr. Manager Customer Success

Who We Are 

Cobalt was founded on the belief of a fundamental human aspiration: the desire to live better and safer. It all started in 2013, when our founders realized that pentesting can be better. Today our diverse, fully remote team is committed to helping organizations of all sizes with seamless, effective and collaborative Offensive Security Testing that empower organizations to OPERATE FEARLESSLY and INNOVATE SECURELY.

Our customers can start a pentest in as little as 24 hours and integrate with advanced development cycles thanks to the powerful combination of our SaaS platform coupled with an exclusive community of testers known as the Cobalt Core. Accepting just 5% of applicants, the Cobalt Core boasts over 400 closely vetted and highly skilled testers who jointly conduct thousands of tests each year and are at the forefront of identifying and helping remediate risk across a dynamically changing attack surface.

Cobalt is an Equal Opportunity Employer and we strive to build a diverse and inclusive workforce at our company. At Cobalt we aspire to engage with diverse individuals, communities, and organizations in order to continue to nurture our unique rich diverse culture. Join our team, and be your true self to do your best work. 

Description

We are looking for a Senior Manager of Customer Success to help us scale, mentor, and manage our Customer Success Team.

What You'll Do

• Effectively manage a team of Customer Success Managers. This includes providing training, development, and professional growth opportunities for your reports 

• Enable the team to drive customer health scores, product adoption, and playbooks for customer touch points and business reviews

• Support ongoing team growth and development, including recruiting, hiring, training, and mentoring

• Partner with Sales, Marketing, Product, and Operations to drive cross-functional strategic initiatives

• Exceed all performance targets, including NPS, net dollar retention, maintaining high retention and growth rates

• Collaborate closely with go-to-market team and support renewals and expansion opportunities

• Participate with the extended CSM Management team to develop and refine standard methodologies

• Ensure communication, reporting and operational activities are handled in a consistent, timely, accurate manner internally and externally

• Serve as an escalation point for customer issues ensuring issues are resolved quickly

• Develop and execute an automation and programs driven strategy for our tech-touch customer base

You Have

• 5 years of previous experience directly managing a team of Customer Success Managers 

• A global mindset and welcome working with teams across geographies. You can make your team look good and help them overcome challenges

• The ability to deliver quality at speed and thrive in a high velocity environment. You like that we have hundreds of clients and many more feature requests. You handle uncertainty well and are excited about the enormous influence you will have on your team. You present complex technical challenges so that everybody can understand

• Grit and a hunger to constantly learn. You don’t give up. You might not have any security experience - but you learn super fast 

• You are energized by Cobalt’s opportunity and growth and want to have an equity stake in Cobalt.io

Why You Should Join Us

• Grow in a passionate, rapidly expanding industry operating at the forefront of the Pentesting industry 

• Work directly with experienced senior leaders with ongoing mentorship opportunities

• Earn competitive compensation and an attractive equity plan

• Save for the future with a 401(k) program (US) or pension (EU) 

• Benefit from medical, dental, vision and life insurance (US) or statutory healthcare (EU)

• Leverage stipends for:

  • Wellness

  • Work-from-home equipment & wifi

  • Learning & development

• Make the most of our flexible, generous paid time off and paid parental leave