Note: The job is a remote job and is open to candidates in USA. Sprocket Security is dedicated to enhancing cybersecurity through its innovative penetration testing platform. The Customer Success Manager will oversee the post-sale relationship with customers, driving product adoption and account health while designing customer success playbooks to ensure a high-quality experience.
Responsibilities
- Serve as the named point of contact for a book of accounts, guiding each to realize value from our platform
- Set customers up for a strong start and ensure they reach meaningful value early in the relationship
- Ensure customers are enabled to realize value through the Sprocket platform and stay continuously engaged throughout the partnership
- Proactively monitor customer health and usage, track it over time, and surface at-risk and expansion-qualified accounts early
- Be the customer's advocate and primary business contact, keeping them informed with proactive, meaningful communication throughout the engagement
- Plan and run regular business reviews (QBRs) anchored to each customer's goals and progress
- Own the renewal cycle for your book: forecast accurately, run renewals proactively, prioritize multi-year opportunities, and protect net revenue retention. Partner with Sales on pricing and scope as needed
- Identify and pursue upsell opportunities and see them through to close, partnering with Sales
- Build customer referral, reference, and NPS momentum
- Capture feedback and partner with Product and Engineering to prioritize fixes and influence the roadmap
- Create and refine the repeatable customer success playbooks, templates, and CRM workflows that scale the function
Skills
- 2+ years in Customer Success, Account Management, Sales Engineering, Implementation, or a comparable post-sales role at a cybersecurity company
- Track record managing a sizable book (50+ accounts) leading technical discussions and owning renewals and expansion targets
- Functional understanding of core Information/Cybersecurity concepts such as: Confidentiality, integrity, availability, and privacy
- Basic risk management principles
- Awareness of industry regulations and frameworks such as PCI-DSS, HIPAA, HITRUST, OWASP, Critical Security Controls, and NIST CSF
- Basic Network+ level knowledge such as: DNS, domain names, host names and subdomains, IP blocks (CIDR notation), RFC 1918 address spaces, and TCP ports/services
- Customer-centric mindset: a genuine drive to ensure customers succeed and to exceed expectations
- Strong communication: explains complex ideas clearly in writing and live, with both practitioners and executives
- Organized project manager: can run many accounts in parallel without dropping the ball
- Process and tooling fluency: comfortable in a CRM (HubSpot a plus) and building scalable, repeatable workflows
- Problem-solver and collaborator who thrives working across Sales, Product, and Engineering
- Familiarity with usage- and health-based expansion plays
- Experience with Customer Success tools and processes such as Gainsight, ChurnZero, NPS scoring
- Experience with AI tools such as Claude to scale efficiencies and manual work
Benefits
- Unlimited PTO for healthy work/life balance.
- Company contribution to 401k (immediate eligibility, no one should have to wait to start saving).
- 75% company contribution for health insurance for employees and 50% for dependents.
- 100% company contribution for dental and vision.
- Flexible working hours.
- Support for your career development with paid training, conferences, certifications, etc.
Company Overview