Customer Success Account Manager

Are you passionate about technology and enjoy explaining complex solutions in a way that everybody gets excited? If so, read on!

About Picus

Picus Security, the leading security validation company, gives organizations a clear picture of their cyber risk based on business context. Picus transforms security practices by correlating, prioritizing, and validating exposures across siloed findings so teams can focus on critical gaps and high-impact fixes. With Picus, security teams can quickly take action with one-click mitigations to stop more threats with less effort.

The Picus Security Validation Platform easily reaches across on-prem environments, hybrid clouds and endpoints coupled with Numi AI to provide exposure validation. 

The pioneer of Breach and Attack Simulation, Picus delivers award-winning threat-centric technology that allows teams to pinpoint fixes worth pursuing, offering a 95% recommendation in Gartner Peer Review.

About The Role

Customer Success Account Manager is a vital role within Picus, tasked with nurturing and expanding our customer relationships across a diverse portfolio of accounts in North America. This role is pivotal in ensuring customer satisfaction and loyalty while also focusing on meeting and exceeding quotas for renewals and upsells.

What You'll Do

• Develop and maintain strong relationships with a designated portfolio of clients across North America, ensuring high levels of satisfaction and loyalty
• Conduct regular strategic review meetings to discuss account health, usage trends, and uncover opportunities for product enhancement, renewal, and upsell 
• Understand the unique business challenges and opportunities of clients within these region and tailor solutions that align with their objectives
• Serve as the main point of contact for your clients, managing any issues or concerns to ensure timely and satisfactory resolution
• Coordinate with sales, product, and technical teams to ensure a smooth onboarding experience for new clients and provide continuous support for existing clients 
• Identify and pursue upsell and cross-sell opportunities within your account set, working towards achieving and exceeding regional quota targets for renewals and upsells
• Analyze and leverage data on customer usage, satisfaction, and feedback from these specific regions to drive improvements in the product and overall customer experience
• Report on regional account performance, focusing on renewal rates and upsell success, and provide insights into regional market trends
• Forge powerful alliances with the Product Management and Sales teams to develop and communicate compelling value propositions for the Picus Security platform, ensuring solutions are perfectly aligned with client needs
• Build actionable growth plans, ensuring customer loyalty and retention, and unlocking opportunities for upsell and cross-sell to achieve zero churn
• Cultivate lasting relationships with key decision-makers and stakeholders, positioning Picus as an essential part of their security solutions and proactively addressing their evolving needs
• Inform customers proactively about the latest security trends and Picus's innovations, reinforcing our position as industry leaders and trusted advisors
• Own the solution process, collaborating with cross-functional teams including professional services, product management, sales, marketing, and support to develop and promote market-driven solutions and services, as well as contributing to marketing initiatives
• Gather and analyse competitive intelligence to keep Picus ahead of industry trends and competitors
• Act as the customer's voice within Picus, funnelling critical feedback to our product and service teams to shape future development strategies and priorities

What You Have

• Bachelor's degree in Business Administration, Communications, or a related field, with a preference for a technical background
• At least 5+ years of experience in customer success, sales/account management, or a similar client-facing role, preferably in a SaaS provider in the cyber security space
• Proven ability to manage and grow client relationships, with a keen focus on meeting renewal and upsell quotas
• Strong understanding of SaaS business models, technology platforms, and the ability to communicate complex technical concepts effectively
• Excellent communication, negotiation, and interpersonal skills, with the ability to adapt to the diverse cultural and business practices of clients in North America
• Analytical skills with proficiency in CRM software and customer success tools, and a track record of using these tools to manage and expand client accounts
• Flexible and willing to travel to customer locations as needed to provide exceptional support and build strong partnerships

Working at Picus

Fascinating work - a chance to shape and lead an exciting, fast-growing cyber security segment. Security Validation is a concept that helps organizations evaluate their security posture in a continuous, automated, and repeatable way. This approach allows for the identification of imminent threats, provides recommended actions, and produces valuable metrics about cyber-risk levels.

Unlimited opportunity! We are growing. At Picus, you'll be provided with as much responsibility as you can handle - new career development opportunities constantly arise given our rate of growth.

Global exposure - Get a lot of experience working not only in a fast-growing startup but also interact with customers all around the world.

Be part of a global remote team who is taking on Exposure Validation and a growing market segment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, religious belief, gender or gender reassignment, sexual orientation, marriage or civil partnership, pregnancy and maternity, disability, protected veteran status, or any other characteristic protected by International law. Upon conditional offer of employment, candidates are required to complete reference and identity checks in line with local labor laws and as per the Company’s employment policy.