Manager, Customer Success

Introduction

Are you an experienced Manager of Customer Success obsessed with bringing your customer-facing experience to help develop and grow a team driving adoption and retention? Are you passionate about customer onboarding & enablement, customer lifecycle management, product adoption and retention? Join Dashlane as a Manager, Customer Success and take part in a mission to help protect our customers digital identities.

About the Role

The Manager of Customer Success will play a critical role in driving customer adoption and retention across our global customer base; ensuring that our team of Customer Success Managers delivers exceptional, proactive service to customers at all levels of engagement. The ideal candidate will bring a strong background in SaaS, with a preference for experience in the cybersecurity domain, and will have at least 3 years of management experience within customer success functions.

Location

You will be based in New York, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Monday for your department), and a third day at your choice. We offer relocation support (national and international).

At Dashlane you will:

• Lead and mentor a team of CSMs, fostering a culture of accountability and continuous improvement.
• Protect ARR via customer retention and satisfaction programs, and through product adoption and customer enablement
• Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make our teams and customers successful
• Identify key risks and barriers to success, and own risk management and mitigation within your customer portfolio
• Maintain hands-on knowledge of our security platform, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization.
• Serve as a key point of escalation for customer issues, working closely with the Support, Product and Engineering teams to address challenges and drive resolution.
• Design and implement customer success plans that ensure clients achieve their security goals, driving high satisfaction and renewal rates.
• Work alongside sales and/or account management to ensure upsell opportunities are identified, prioritized, supported, and won
• Work across time zones to manage and support a diverse customer base and CSM team, ensuring a cohesive customer experience regardless of location.

Requirements:

• 3+ years of people management experience in a SaaS company, preferably within Cyber-Security.

We're Also Looking For:

• Proven track record of managing local and remote teams and delivering exceptional customer outcomes.
• Expertise in guiding teams to successfully renew or expand product adoption.
• Deep understanding of customer success principles and practices, coupled with the ability to be hands-on with technical products.
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders across all levels of the organization
• Understanding of Customer Success platforms with ability to leverage them to deliver both a touch and digital experience for our customers.
• Proven track record of achieving KPIs around retention and adoption.

Salary Range:

$155,000 - $180,000 in total compensation, which includes base and bonus.

*Our salary ranges are based on paying competitively for our size and industry, and are one part of total compensation package that also includes benefits, and other opportunities at Dashlane. *

*Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset relative to other Dashlaners. We expect the majority of the candidates who are offered roles at Dashlane to fall healthily throughout the range based on these factors. *