Senior Customer Success Manager, Federal

Synack’s Penetration Testing as a Service platform manages customers’ attack surfaces by discovering new assets, pentesting for critical vulnerabilities and gaining visibility into the root causes of security risks. We are committed to making the world more secure by harnessing a talented, vetted community of security researchers to deliver continuous penetration testing and vulnerability management, with actionable results. Synack's PTaaS platform has uncovered more than 71,000 exploitable vulnerabilities to date, protecting a growing list of Global 2000 customers and U.S. agencies in a FedRAMP Moderate Authorized environment. For more information, please visit www.synack.com.

The Senior Customer Success Manager serves as a trusted advisor and customer advocate, helping our customers achieve success and maximize their return on investment with Synack.

You will leverage your customer management, business and sales acumen, and technical skills to ensure you achieve the required customer renewal targets for your book of business. Acting as the trusted advisor, you will be responsible to define and measure the customer’s desired business outcomes, success criteria, and confirm the value realization as you manage the post-sale customer journey. You have experience developing and implementing success plans for your book of business, consistently tracking customer satisfaction and loyalty, retention, and expansion potential. 

The ideal candidate will have experience in the cyber security industry, a consultative approach to working with customer stakeholders and a passion for customer advocacy. Candidates must have experience working with Federal or DoD customers in order to be considered. 

Sounds interesting? Keep reading...

Here’s what you'll do

  • Develop and maintain strong relationships at all levels within the customer organization
  • Develop technical proficiency related to use cases, technical landscape, and Synack solutions 
  • Starting at the pre-sales stage, establish the Synack Customer Success organization as a trusted advisor early in the customer’s journey 
  • Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal)
  • Advocate for the customer by working closely with Synack Product Development and Product Management teams 
  • Develop, deliver and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
  • Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
  • Partner with sales teams to identify new business opportunities for expanding Synack footprint
  • Consistently monitor & identify/anticipate revenue churn risk to successfully resolve at-risk clients
  • Leverage Gainsight to track customers; product adoption, utilize playbooks, and drive activities/decisions
  • Maintain strong customer retention rates aligned with corporate goals 

Here’s what you’ll need

  • At least 5-7 years account management and/or customer success experience in the Cyber Security Industry or Technology Industry 
  • Experience working with Federal or DoD customers
  • Strong technical aptitude; ability to deliver complex technical presentations, perform product demonstrations, best practices, security risk management, and help customers achieve success 
  • Successful experiences with the development, execution, and management of success plans
  • Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
  • Demonstrated ability to identify leads within install-base and grow customers 
  • Customer-first mindset and advocacy 
  • Project management experience and advanced data analytics 
  • Ability to work independently and to collaborate effectively across functions
  • Excellent verbal and written communication and in-person and virtual presentations 
  • Travel up to 30% 

Preferred

  • Active Top Secret Clearance
  • Location: Washington D.C. or suburbs
  • Bachelor's degree

Ready to join us?

Synack is committed to embracing diversity. Our people are our strength.  Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. We strive to be inclusive of Race, Ethnicity, Religion, Sex, LGBTQ+, Veterans, Disabilities, and Age.  Synack welcomes you!

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This position has responsibility to ensure Synack’s security and privacy posture is maintained.

$150,000 - $200,000 Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position may also include equity, and benefits.

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