Sr Customer Success Manager

We are seeking a Sr Customer Success Manager to join our team. The Sr Customer Success Manager will be responsible for providing a first class experience to our valued customers.

This position can be based out of our HQ in Portland, OR, or remote from anywhere in the U.S.

Quarterly travel is required.

The Sr. Customer Success Manager will possess the following attributes:

• Customer-centric orientation
• Data driven with top-notch analytical skills
• Technical prowess
• Detail-oriented with exceptional communication skills
• Enthusiastic problem solver and collaborator

Essential Responsibilities & Duties:

• Act as main point of contact for Radar® Privacy and Radar® Compliance customers and assist them by answering product and service questions while striving to improve the overall customer experience
• Collaborate with RadarFirst teams to develop and maintain consistent best-in-class customer experience standards
• Maintain exceedingly high customer health and retention scores
• Drive implementation, adoption and analysis of critical internal customer metrics
• Own quarterly review and refinement of customer experience initiatives, processes and documentation to ensure a focus on value-driven initiatives
• Develop and implement new and innovative customer care and communication campaigns
• Develop and grow positive business relationships with RadarFirst customers and stakeholders; use expertise to advocate for customers
• Demonstrate knowledge of both Radar products at an advanced level
• Escalate customers of concern to the attention of management and executive leadership
• Serve as repository for customer referrals, references, quotes and event speakers
• Have a detailed understanding of how each customer uses Radar, what their critical feature requests are, and serve as a liaison between Radar and customers
• Host regularly programmed customer engagement activities

Qualifications:

• 5-7 years of customer success, customer support, or equivalent experience
• Experienced with software as a service (SaaS) applications
• Experience working with all levels of customers including enterprise level
• Ability to take initiative, work independently, problem-solve, meet deadlines, analyze metrics, and excel in a fast-paced customer centric environment
• Strong interpersonal skills with the ability to achieve consensus and drive results
• Detail-oriented with exceptional written and oral communication and project management skills
• Enthusiastic problem solver and collaborator
• Commercially minded: Experience with contract renewals, upsells and cross-sells

Nice to Have Knowledge & Skills:

• Exposure to the financial services, insurance, or healthcare industries
• Knowledge of Jira, Google Suite and project management software
• Out-of-the-box thinking to capture customers’ attention and interest in unique and creative ways

Research shows that people who identify as being from underrepresented groups are more likely to doubt the strength of their qualifications, so we encourage you to submit an application if you're interested in this role despite any reservations you may have about your background or skill set.

Who We Are

At RadarFirst, our mission is to solve complex data privacy challenges with innovation. We are revolutionizing incident response management using automated, smart, and purpose-built SaaS technology. RadarFirst is a pioneer in the privacy field, recognized for its innovation with multiple patents and high-profile industry awards. Our customers include some of the nation’s largest healthcare, insurance, financial, and government organizations.

Our Values

• Respect & Candor
• Inclusion & Innovation
• Integrity & Empathy

Why Join RadarFirst?

At RadarFirst, our team is filled with smart, thoughtful, and forward-thinking contributors who are experts at what they do. Our culture of innovation and trust is paramount to our success. We work hard, but we also encourage and support a healthy work/life balance. We offer a generous package of benefits and perks that make RadarFirst a great place to work, including:

• Comprehensive benefits that include medical and dental, 401k, Life and Disability insurance, unlimited PTO, paid holiday time, 12 weeks paid parental leave, and company stock options. Plus flexible spending accounts for medical, dependent care, and commuter expenses
• Community outreach programs to encourage giving back to our community both as a group and individually
• Commitment to anti-racism work and accountability to our short-term and long-term equity & inclusion action plan

RadarFirst is a community-first organization, operating on a hybrid model. We actively support all employees working in the way they need. For those who wish to work from the office, these are some features of our downtown Portland office:

• On-site amenities such as indoor bike racks, showers, lockers, and gym facilities
• Casual work environment in an ideal central location, close to great food, shopping, and transportation options

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

The salary range for this role is $60,000-$65,000 a year.