Customer Success Manager
Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
Customer Success Manager
The Customer Success Manager is a trusted resource to the Customer Success & Global Renewals teams, helping support customer journeys and adoption efforts leveraging a digital-first engagement strategy. You will leverage your strong customer management, technical and business acumen to ensure you achieve the required customer renewal targets for your book of business. The ideal candidate will have experience in supporting enterprise software deployments, taking a consultative approach to working with customers and partners and a passion for customer advocacy.
General Responsibilities
- Support the adoption efforts of small and medium sized customers
- Respond to inbound requests for enablement, customer management and support case review.
- Interface with Customer Success teams supporting their transactional overhead
- Develop basic proficiency with all Black Duck solutions
- Proactively share feedback from the customer with professional services, product management, technical support, and sales teams
- Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives
- Maintain and manage customer databases
- Maintain strong customer retention rates aligned with corporate goals
- Partner with Sales by identifying new business opportunities for expanding the footprint
- Orchestrate and schedule digital adoption campaigns to customer contacts at the appropriate stage of the customer journey.
Qualifications and Experience
- 4+ year’s account management, customer success or technical support experience in enterprise software
- Understanding of the software development lifecycle, application security and/or related field
- Proven skill with juggling multiple account management activities at a time while maintaining strong attention to detail
- Excellent verbal and written communication and virtual presentation skills
- Ability to work independently and to collaborate effectively across functions.
- Fluency in Korean or Japanese languages is a plus (but not required)
Education and Certifications
- Bachelors' degree in a related field
Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.