Customer Success Manager

IRONSCALES Fights Phishing. IRONSCALES is a self-learning, AI-driven email security solution that continuously detects and remediates advanced threats for global organizations of any size. Our solution is fast to deploy, easy to operate, and provides unparalleled protection against email threats.

Who We Are: We are IRONSCALES. We care about people. We care about cybersecurity. We care about our customers and partners. Our team acts with intentionality and our actions are always in the best interest of our teams, our customers, and our company. Our culture is focused on innovation, continuous improvement, and the drive to push boundaries and take everything to the next level. We are a rapidly growing team and welcome all who love a fast-paced, rewarding challenge to join our team today!

Who You Are: You are driven, self-motivated, and have a strong desire to achieve the company’s growth goals. You are resourceful and accountable, hungry to chase down answers and solve challenges. You are respectful and a good communicator. You are detail oriented and thrive in a fast-paced environment. You love meeting new people and are motivated by developing others.

What You Will Do: We believe that the success of our business is inherently intertwined with the success of our customers. Joining our Customer Success team, you will play an instrumental role in our customer's journey with IRONSCALES, create meaningful bonds with our global customers and partners, and help them realize the value of their investment in our product - fight phishing and protect their company against email threats. 

Core Responsibilities Include:

• Establish and achieve customer retention goals through ongoing communication and relationship-building with clients


• Promote the brand image and value through the customer experience, ensuring a positive and memorable experience for every customer


• Develop and implement strategies to increase customer adoption of the product and drive growth


• Facilitate onboarding processes for new accounts, own the ongoing operational meetings schedules with new and existing customers to identify growth, upsell, or cross-sell opportunities 


• Manage the renewal process to ensure long-term customer retention and growth


• Upsell services and products to existing customers to increase revenue and customer satisfaction


• Continuously monitor customer satisfaction levels and identify areas for improvement in the customer experience


• Collaborate with cross-functional teams to ensure that customer needs and feedback are effectively communicated and addressed


• Stay up-to-date on industry trends, customer needs, and new product developments


• Develop a high mastery level of IRONSCALES products and roadmap, and the world of Cybersecurity and Email Phishing

What We Need From You: 

• 3+ years of experience in a B2B SaaS technology client-facing role, leading and engaging with customers, technologists, or partners


• 4-year degree is desirable, but not required


• Agile and able to adjust quickly, navigate and prioritize multiple situations and challenges


• Strong organizational and time management skills


• Experience working with CRM tools like Salesforce


• Genuinely great with people, passionate about building long-term professional relationships


• Excellent attention to detail and strong organizational skills with an ability to manage competing client demands.


• Excellent communication, presentation, and interpersonal skills 


• Strong technical skills and business acumen


• Strong analytical skills and great project management capabilities


• Strong understanding of strategic sales processes and effective negotiation skills


• Background in endpoint management, endpoint security, email architecture, or email security - a plus.


• Excellent English level - written and spoken

IRONSCALES is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.