Lead Enterprise Customer Success Manager(Remote) at CloudPassage
United States of America

CloudPassage is looking for a growth-minded, technically-oriented, Lead Enterprise Customer Success Manager to drive success for our cloud security customers.

In this role, you will lead our large-enterprise customers through their cloud security transformation with CloudPassage’s Halo platform and your team of Enterprise Customer Success Managers (ECSMs). As an extension of our enterprise customers, the ECSM team works on the largest and most complex cloud infrastructure deployments in the world to ensure their security and compliance. CloudPassage is a critical component to the cloud security programs of some of the largest and most recognized brands that are recognized as leaders in their industries and pioneers in public cloud infrastructure.

You are an experienced player-coach. As a player, you will provide ECSM services to directly engage customer needs and proactively advise and assist customers on approaches to improving security operational speed, accuracy and coverage through the strategic application of automation (a.k.a. DevSecOps). As a coach, you will set high standards, build your team of ECSMs, train, and support their success, sharing your experiences and knowledge to increase the team capability and help grow their own aptitudes.

The ECSM team manages all elements of the post-sale business relationship with CloudPassage customers, starting with customer on-boarding and continuing throughout the customer relationship. As an experienced Lead, you build relationships and work collaboratively with customer teams to educate, identify needs, set goals, and execute on plans that unlock continuous, incremental value from their investments in the CloudPassage Halo platform. You are a trusted adviser on the mechanics of the Halo platform, methods to establish and amplify Halo’s value, and general best-practices for cloud infrastructure security.

Responsibilities:

  • Manage a portfolio of Enterprise customer accounts with complex needs (typical enterprise customers invest between $500k and $4m per year with CloudPassage, have hundreds to thousands of individual public cloud infrastructure deployments, and protect hundreds of thousands of cloud infrastructure assets with Halo)
  • Establish proactive, value-driven, high-touch relationships with your customers to understand, document and align customer strategies, business objectives, processes and projects with Halo platform capabilities and broader CloudPassage services
  • Program manage the customer experience, orchestrating and collaborating with appropriate resources to help ensure and to document the progress of your customers achieving their goals
  • Provide quantitative-based tracking & reporting to customer that regularly demonstrates the growing value of their Cloud Security transformation and success with CloudPassage
  • Develop a trusted advisor relationship by building and maintaining appropriate relationships at all levels with your customer accounts, creating a premium and high-caliber experience
  • Ensure continued satisfaction, identify & confirm unaddressed customer needs that can be value-add opportunities for up-sell and cross-sell, and communicate those needs to the CloudPassage sales team. Identify any early CSAT issues and renewal risks and work with the internal team to remediate and ensure strong CSAT and a successful renewal
  • Be a strong customer advocate within CloudPassage and identify areas for improvement in the customer experience, both in our product and processes
  • Be team-oriented, but with a bias towards action to get things done for your customers

Required Skills:

  • Strong cloud security knowledge & experience including:
    • End-to-end enterprise security processes
    • Cloud security - cloud migrations & shift in security requirements, tooling & approach
    • DevSecOps architecture & automation
  • 8+ years of experience in building and leading teams in the areas of security consulting, project/program management and ECSM, serving technology customers. Security practice leadership is a big plus
  • Experience recruiting, hiring, mentoring, motivating and supervising high performance security consulting & ECSM teams
  • Experience working in a security SaaS company in a startup environment
  • Experience working with Executive and C-Level teams
  • Ability to build and maintain strong relationships with internal and external constituents
  • Excellent organization, project management, time management, and communication skills
  • Ability to understand and document customer requirements, map to product, track & report metrics, identify up-sell and cross-sell opportunities
  • Analytical both quantitatively and qualitatively
  • Excellent verbal and written communication skills
  • Security certifications (Security +, CISSP etc.).

Expert Technical Skills:

  •  Consulting and project management: documenting project charters, project plans, executing delivery management, status reporting. Executive level presentation skills
  • Security best practices expertise: software vulnerabilities, configuration management, intrusion detection, file integrity

Proficient Technical Skills:

  •  OS administration (Linux and Windows) of cloud environments: AWS or Azure; basic networking
  • Configuration/Orchestration (Chef, Puppet, Ansible, SaltStack, CloudFormation, Terraform)
  • CI/CD processes and environments

Familiar Technical Skills & Knowledge:

  •  Python scripting & REST API's, Docker containers, Zendesk & JIRA
  • Salesforce, Google Suite

About Us:

CloudPassage is the recognized leader in automated cloud security and compliance for dynamic application deployment environments like AWS and Azure. A true pioneer, the company's groundbreaking innovations received the first-ever patents granted in the cloud security domain.

Today, CloudPassage safeguards cloud infrastructure for the world's best-recognized brands in finance, e-commerce, gaming, B2B SaaS, and digital media with Halo, its flagship solution. Halo is an award-winning cloud security platform that automates continuous visibility for millions of serverless, server-based, and containerized assets across hundreds of public and hybrid cloud environments. Halo is software-as-a-service, deploying in minutes and scaling effortlessly. Halo integrates with configuration management and CICD tools such as Puppet, Chef, and Jenkins to align security functions with automated DevOps processes. CloudPassage is a proven solution for delivering automated security and compliance visibility, critical to protecting data and applications migrating to public IaaS environments. 

Visit www.cloudpassage.com to learn how Halo can enable faster, more effective cloud infrastructure security for your enterprise