Customer Success Manager

About the Role

Virtru is looking for a Customer Success Manager to join our SMB Customer Success team. This role will be responsible for managing a large pool of small accounts. You will be responsible for owning a large book of accounts and help drive maximum value from and impact across the book.

To succeed in this role, you'll need to be comfortable learning new technologies and communicating successfully with a wide range of customer personas. You'll need to take customer success processes from other parts of our business and find ways to apply them at scale across a large customer base (thousands of accounts).

Team & Position Details:

As a Customer Success Manager, you will be reporting to the Vice President of Customer Experience.

Your responsibilities will include:

• Onboard and train new customers on Virtru's products in both 1to1 trainings and group webinars.
• Manage and run renewals for strategically important customers.
• Proactively engage low-usage and at-risk customers to stabilize the account.
• Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews.
• Execute 1toMany campaigns and sequences designed to drive engagement, usage, and customer success at scale (ex. Run re-engagement campaigns for low-usage customers).
• Track and analyze customer usage and engagement to identify opportunities to deliver value across the base.
• Generate invoices, work with our partners, and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
• Help refine processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model.
• Jump in to handle any other outlier scenarios across the base.

Skills that will help you thrive in this role:

• 4+ years experience working in a customer-facing role (support, sales, customer success, account management, etc.)
• At least 2+ years of experience supporting technical products, applications and/or environments.
• Experience running training calls
• Experience working in a pooled CSM model.
• Salesforce/Outreach Experience
• Experience with renewals and/or negotiations.

Virtruvian qualities that will set you up for success:

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.

Perks & Benefits:

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

• A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social
• Access to an Employee Assistance Program
• Access to Headspace, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it We give you the time and space to take care of you and your own first.

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority.

Additional perks include:

• Competitive compensation
• Generous parental, medical, and bereavement policies
• 401K contribution and stock options
• Full medical, dental, and vision benefits
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360° performance reviews

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.