Customer Success Manager - US East

Immuta enables organizations to unlock value from their cloud data by protecting it and providing secure access. The Immuta Data Security Platform provides sensitive data discovery, security and access control, and data activity monitoring and has deep integrations with the leading cloud data platforms. Immuta is now trusted by Fortune 500 companies and government agencies around the world to secure their data. Founded in 2015, Immuta is headquartered in Boston, MA.

• Customers simplify operations, improve data security, and unlock data’s value. Customers include:Roche – Saved $50M by securely operationalizing data products and saving inventory.Thomson Reuters - Faster access to Snowflake data and a 60x increase in data usage resulting in greater productivity.Swedbank – 3x time saved setting up data security and self-service policy authoring. 2x more data use cases. 5x improvement in process efficiency. JB Hunt – Increased permitted use cases for cloud analytics by 100% by managing access to 100+ databases while achieving cost savings.• Technology partners include Snowflake, Databricks, AWS, Azure, Google Cloud, and Starburst. Immuta was recognized as the Snowflake Data Security Partner of the Year in June 2023.• Immuta has been recognized by Forbes as a top American startup employer, by Inc. Magazine and BuiltIn as one of the best workplaces, and by Fast Company as one of the top 50 most innovative companies. • $267 million in total funding. Lead investors include NightDragon, Snowflake, and Databricks, along with additional funding from ServiceNow, Citi Ventures, Dell Technologies Capital, DFJ Growth, IAG, Intel Capital, March Capital, Okta Ventures, StepStone, Ten Eleven Ventures, and Wipro Ventures.• A hybrid workplace with offices in Boston, MA; Columbus, Ohio; College Park, Maryland.

CUSTOMER SUCCESS MISSION

The core mission of our Customer Success team is to build and nurture an environment where the customer is at the center of everything we do.

At Immuta, we are committed to delivering cutting-edge data security and governance solutions to our clients. Our Customer Success team is integral to ensuring our customers not only protect their data but achieve long-term success in their data security and governance efforts. We are currently seeking a talented and experienced Customer Success Manager (CSM), specialized in data security and governance, to excel in onboarding, customer health management, value management, renewal management, and perform general CSM duties.

YOUR ROLE & RESPONSIBILITIES:

Guide customer onboardingAgree on customer outcomes and deliverables to meet those outcomes at the start of a new customer engagement and ensure we reference back to these at every point of the customer journeyDevelop customized onboarding plans, including product training, security best practices, and compliance guidance.Lead and proactively manage the onboarding process, implementing their first use cases into production

*Manage implementation of use casesDefine use case scope, objectives, and deliverables.Develop a project plan with timelines and resource allocation.Identify risks and develop a risk management plan.Responsible for assembling and managing project teams, assigning roles and responsibilities and fostering effective communication within the team.

**Own the end to end customer lifecycleDevelop and maintain strong, long-term relationships with customers as their trusted data security and governance advisor.Gain a deep understanding of each client's data security and governance requirements and compliance standards. Understand how Immuta can help them achieve these goals. *Collaborate with the Product and Engineering teams to relay customer feedback and enhance data security and governance solutions.Partner with Marketing to identify referenceable customers and to develop use cases.Communicate the progress of monthly and quarterly initiatives to internal and external stakeholders.Create and maintain a customer success plan, tracking success initiatives

Meet targets for net renewal and customer expansionExecute the documented renewal management process.Accurately forecast renewals and track their progress.Identify and resolve potential renewal challenges to ensure a high renewal rate.Collaborate with Sales and Finance teams to facilitate a smooth renewal process.Identify opportunities for expansion and growth within the assigned customer base.

*Maintain and monitor key health and value KPIs**Maintain customer scorecard, health and use case information in the designated CS platform *Monitor and analyze customer usage of data security and governance products, alerting them to any potential vulnerabilities.Proactively track and report key account metrics to measure security success and identify areas for improvement.*Collaborate with customers to address concerns and ensure ongoing data security and governance success.

WE VALUE:

• 8 - 10 years of proven experience as a Customer Success Manager in the data security and governance sector, ideally with a technology consulting background and experience
• Strong understanding of data security and governance principles, compliance standards, and regulatory requirements.
• Expertise in onboarding clients with data security and governance solutions, ensuring effective and compliant implementations.
• Proficiency in renewal forecasting and strategies to achieve high renewal rates in data security and governance.
• Excellent communication and relationship-building skills, with the ability to interact effectively at all levels within an organization.
• Strong project management skills and the ability to manage multiple tasks with attention to detail.
• Exceptional verbal and written communication skills.
• Self-motivated and able to thrive in a results-driven environment.
• Natural relationship builder with integrity, reliability, and maturity.
• Critical thinking, problem-solving skills, and a strong focus on continuous improvement.
• Proficiency in data security and governance tools, Microsoft Office Suite, and relevant software applications.