Velocity Customer Success Manager

About Virtru:

While the rest of the security industry obsesses over locking data down to prevent it from being lost or stolen, we're doing something fundamentally different at Virtru. We're setting data free so that you can intentionally share it with others, but without sacrificing security, privacy, or control.

We've created both a suite of powerful data protection applications and an open platform that's sparking an ecosystem of innovation. Through the Trusted Data Format (TDF) open standard, we're not just protecting data; we're creating a new paradigm where security enables sharing rather than preventing it.

Think of us as the Android of data protection: a robust platform with an open core that developers and partners can build upon, coupled with our own best-in-class applications that showcase what's possible when you reimagine security from the ground up.

Backed by Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global, we're helping Fortune 500 companies and government agencies discover that true data security means having the freedom to share, collaborate, and innovate — without compromise.

Compensation: $15, ,500 USD

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, delivering a great first time experience. 
• Manage the renewal process and hit your retention targets. 
• Run account reviews for existing customers and educate them on new Virtru features and products.
• Drive engagement and product usage across your book.
• Handle at-risk customers and potential churn scenarios. 
• Generate invoices and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
• 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 
• Ability to interact with both technical and non-technical staff and customers.
• Strong technical aptitude and problem-solving skills. 
• Positive, customer-oriented attitude.
• Comfortable working in a fast-paced environment, both independently and in a team. 
• Exceptional written and verbal communication skills
• Strong organizational and prioritization skills

Extra Credit (Not required but will come in handy)

• Experience working as a CSM at a high-growth SaaS company.
• 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.
• A $250 Home Office Stipend
• Access to an Employee Assistance Program
• Access to Headspace, a mental health app tailored to your specific needs.
• 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
• 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.